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New Salesforce CRT-261 Mock Exam, Test Certification CRT-261 Cost

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q166-Q171):

NEW QUESTION # 166
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

A. Email-to-case
B. Chat
C. Web-to-case
D. Social Customer Service

Answer: A

Explanation:
Explanation
Email-to-case is a channel that meets the requirements of logging the case thread and storing attachments to the case record. Email-to-case is a feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-case preserves email formatting and supports HTML emails with embedded images. Email-to-case also captures email attachments and adds them to the case record. Email-to-case tracks the entire email conversation between the customer and the agent, and logs it as a case thread on the case feed or case comments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview

NEW QUESTION # 167
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. Email-to-Case
B. Web-to-Case
C. AppExchange package

Answer: A

Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

NEW QUESTION # 168
The support team at Cloud Kicks would like would like to implement Messaging to gather customer feedback and issues.
What are two places the messages can be routed to?
Choose 2 answers

A. Call Center Agent
B. Chatter Group
C. Web Chat
D. Einstein Bots

Answer: A,D

NEW QUESTION # 169
Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should the consultant ask to determine the preferred solution?

A. Will customers access Knowledge articles through Experience Cloud?
B. Is support provided on a periodic basis and renewed annually?
C. Do multiple versions of the Entitlements need to be created and maintained?

Answer: B

Explanation:
Asking whether support is provided on a periodic basis and renewed annually helps determine the need for Service Contracts in addition to Entitlements. Service Contracts are suitable for situations where support is tied to specific terms and conditions, such as annual support agreements, whereas Entitlements define the types of support a customer is entitled to.

NEW QUESTION # 170
What is the primary function of a private branch exchange (PBX)?

A. To use speech recognition to direct calls
B. To report the caller's background information
C. To mate calls to different agents
D. To receive multiple calls at one time

Answer: D

NEW QUESTION # 171
......

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