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Salesforce CRT-261 course covers a range of topics related to the Service Cloud Consultant certification exam. These topics include designing and implementing contact center solutions, configuring case management, setting up entitlements and service contracts, designing and implementing knowledge management solutions, and configuring Salesforce Communities. CRT-261 course also covers topics such as data management, integration, security, and compliance considerations. CRT-261 course is delivered through a mix of instructor-led training, hands-on exercises, and interactive discussions to help learners develop the skills needed to pass the Service Cloud Consultant certification exam.

To prepare for the Salesforce CRT-261 Exam, candidates should have a strong understanding of the Service Cloud platform and its features. They should also have experience in implementing and configuring the Service Cloud platform for their organization. Candidates can utilize a range of resources to prepare for the exam, including online courses, study guides, and practice exams.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q190-Q195):

NEW QUESTION # 190
universal containers wants to monitor customers social media reactions and opinions. Agents also want to see recent cases that customer logged.

A. Custom lightning component
B. Social Conversation component
C. Omni channel
D. Appexchange solution

Answer: B

Explanation:
Social Conversation component is a feature that can enable Universal Containers to monitor customers' social media reactions and opinions, as well as see recent cases that customers logged. Social Conversation component allows agents to view and reply to social posts from customers using Social Customer Service. It also shows related records, such as cases, contacts, or accounts, that are linked to the social posts. Verified References: : https://help.salesforce.com/s/articleView?id=sf.social_customer_service_overview.htm&type=5
: https://help.salesforce.com/s/articleView?id=sf.social_customer_service_component.htm&type=5

NEW QUESTION # 191
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers

A. Number of cases created using Communities by month.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases closed by self-service users.

Answer: A,D

NEW QUESTION # 192
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's development efforts.
What should a consultant recommend that UC's Salesforce admin do in this scenario?

A. Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.
B. Postpone the release to the production org so the team can finish the project before the release is deployed.
C. Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

Answer: A

Explanation:
Opting the sandbox in as a preview org allows the UC team to test new Salesforce features and updates in a controlled environment before they are deployed to the production org. This proactive approach helps identify and address potential issues, ensuring that the implementation project is not adversely affected by upcoming Salesforce releases.

NEW QUESTION # 193
Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
What should a consultant recommend?

A. Assign up to 10 data categories per category group to each article.
B. Consolidate into 3 or fewer category groups.
C. Organize up to 200 categories in each category group.
D. Reorganize Into a hierarchy with 6 or fewer levels.

Answer: D

Explanation:
Reorganizing into a hierarchy with 6 or fewer levels is a recommendation that the consultant should make to Cloud Kicks when migrating from an external knowledge base to Salesforce Knowledge. Salesforce Knowledge has a limit of 6 levels for data category hierarchies, which are used to organize and filter articles by topic or type. Data categories can help users find relevant articles based on their search criteria or case information. Cloud Kicks should restructure their existing topics and subtopics into data categories and data category groups that fit within the Salesforce Knowledge limits and best practices. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.knowledge_categories_best_practices.htm&type=5

NEW QUESTION # 194
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

A. Number of Closed cases on first call
B. Number of cases escalated
C. Average Number of days to close cases
D. Number of new customers added
E. Number of open cases per day

Answer: B,C,E

NEW QUESTION # 195
......

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q190-Q195):

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