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Download Salesforce CRT-261 Free Dumps, CRT-261 Latest Exam Vce

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Salesforce CRT-261 Certification Exam is a highly sought-after certification among professionals looking to specialize in the Service Cloud Consultant domain. CRT-261 Exam is designed to test the knowledge and expertise of individuals in implementing and designing Salesforce solutions for customer service and support.

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Salesforce CRT-261 Exam covers a range of topics related to the Service Cloud Consultant role, including service cloud architecture, design, implementation, and management. CRT-261 exam also covers topics such as customer engagement, case management, knowledge management, and integration with other Salesforce products. Certification Preparation for Service Cloud Consultant certification exam is designed to test the candidate's ability to navigate the Service Cloud interface, analyze customer data, and design solutions that meet the specific needs of their clients.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q148-Q153):

NEW QUESTION # 148
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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 closed by a self-service user
B. Average call handle time by team.
C. Number of cases created - - Site by month
D. Number of IVR inquiries without agent involvement.

Answer: A,C

Explanation:
Explanation
Number of cases created by site by month and Number of cases closed by a self-service user are reports that the contact center manager should present to executive management to demonstrate the success of recent self-service initiatives. These reports can help measure the impact and effectiveness of self-service channels, such as public website and community, on reducing the case volume and increasing the customer satisfaction.
For example:
Number of cases created by site by month is a report that shows the distribution and trend of case creation across different sources, such as phone, email, web, or community, over time. This report can help evaluate the adoption and usage of self-service channels by customers, as well as compare the case volume and workload between different channels.
Number of cases closed by a self-service user is a report that shows the number and percentage of cases that were resolved by customers themselves without agent involvement. This report can help assess the quality and effectiveness of self-service resources, such as knowledge articles, FAQs, forums, or chatbots, as well as measure the cost savings and customer satisfaction from self-service resolution.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Create Reports and Dashboards for Self-Service

NEW QUESTION # 149
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which three measures satisfy this requirement? Choose 3 answers

A. customer satisfaction Survey
B. Customer Support Requests
C. Service Level Agreement
D. Net promoter Score
E. Customer Purchase History

Answer: A,D,E

NEW QUESTION # 150
Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

A. Configure Service Contracts.
B. Set up Milestones.
C. Create an Entitlement Process.
D. Enable Work Orders.

Answer: B,C

NEW QUESTION # 151
Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

A. Open CTI
B. Lightning Dialer
C. Local Presence
D. Macros

Answer: B

NEW QUESTION # 152
Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A. Customer portalPartner portal
B. Partner portal
C. Self-service portal
D. Force.com Web Services API
E. Force.com Sites

Answer: D,E

NEW QUESTION # 153
......

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