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Pass Guaranteed 2025 Pass-Sure Salesforce CRT-261 Valid Dumps Pdf

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One of the key benefits of passing the Salesforce CRT-261 Exam is that it can help professionals advance their careers in the field of Service Cloud. By earning this certification, candidates can demonstrate their expertise in implementing Service Cloud solutions and differentiate themselves in the job market. Additionally, this certification can help professionals increase their earning potential and gain recognition within their organization.

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Once individuals have passed the Salesforce CRT-261 Certification Exam, they will have demonstrated their expertise in using the Service Cloud platform and will be recognized as certified Salesforce Service Cloud consultants. Certification Preparation for Service Cloud Consultant certification can help individuals advance their careers, increase their earning potential, and open up opportunities for new job roles in the IT industry.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q18-Q23):

NEW QUESTION # 18
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

A. Incident Management
B. Appointment Assitant
C. Omn-Channel Routing
D. Video Support

Answer: B

Explanation:
Explanation
Appointment Assistant is a feature that can improve the customer experience by reducing the 4-hour long appointment windows and providing information about the technician's arrival time. Appointment Assistant is a feature that allows customers to track the status and location of their service appointments in real time through SMS messages or a web page. Appointment Assistant can help customers plan their day, reduce no-shows, and increase satisfaction. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.field_service_appointment_assistant_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.field_service_appointment_assistant_setup.htm&type=5

NEW QUESTION # 19
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A. Configure the SOS snap-in for the Lightning Service Console.
B. Add the Live Agent Component to the Utility bar.
C. Configure Omni-Channel Supervisor tab and 3rd party access.
D. Configure Live Agent Supervisor tab and Whisper Messages.

Answer: D

NEW QUESTION # 20
What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A. It is incompatible with Einstein Bots.
B. It should be deployed with Experience Builder.
C. It should be routed via Omni-Channel,

Answer: C

Explanation:
When implementing Salesforce Chat functionality, it's important to integrate it with Omni-Channel for routing. This ensures that chat requests are distributed based on agent availability and workload, aligning with overall service channel management and ensuring efficient handling of customer inquiries.

NEW QUESTION # 21
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Case Feed
B. Omni-channel Supervisor
C. Push Notifications
D. Next Best Actions

Answer: B

Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview

NEW QUESTION # 22
Which metric influences customer satisfaction? Choose 2 answers

A. Call quality
B. After call work
C. Cost per call
D. First call resolution

Answer: A,D

NEW QUESTION # 23
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