SALESFORCE CERTIFICATION CRT-261 THE LATEST EXAMINATION QUESTIONS AND ANSWERS COME OUT

Salesforce certification CRT-261 the latest examination questions and answers come out

Salesforce certification CRT-261 the latest examination questions and answers come out

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q186-Q191):

NEW QUESTION # 186
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

  • A. Create Knowledge Articles and publish internally and publicly.
  • B. Create a dashboard to track and manage call volumes by type.
  • C. Configure Omni-channel to assign cases directly to Tier 2.
  • D. Configure IVR routing to bypass Tier 1 for the product line.

Answer: A

Explanation:
Explanation
Creating Knowledge articles and publishing them internally and publicly can help reduce the call volumes and escalations for a new product line. Knowledge articles are documents that provide information or solutions to common issues or questions. By publishing them internally, service reps can access them to resolve cases faster and more accurately. By publishing them publicly, customers can access them to find answers on their own without contacting the support call center. This can reduce the workload and improve the satisfaction of both service reps and customers. Verified References: Service Cloud Consultant Certification Guide & Tips, Knowledge Overview


NEW QUESTION # 187
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers

  • A. Rewarding learning, collaboration, sharing and improving.
  • B. Evolving content-based product lifecycles
  • C. Creating content as a result of solving issues
  • D. Developing a knowledge base on the experience of an individual

Answer: A,C


NEW QUESTION # 188
A recent work task analysis for a service center revealed that service agents perform the same steps when closing a case and sending a survey through email. These steps take around 1 minute per case. With millions of cases closed each year, it is important to improve efficiency of this operation. the What is a recommended Service Cloud feature that improves the process?

  • A. Macros
  • B. Global Quick Action
  • C. Quick text

Answer: A

Explanation:
To improve the efficiency of the repetitive task of closing cases and sending surveys, using Macros in Service Cloud is recommended. Macros automate repetitive tasks with a single click, significantly reducing the time required per case and increasing overall operational efficiency, especially with a high volume of cases.


NEW QUESTION # 189
Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.
What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

  • A. Create a review board to evaluate and manage Knowledge articles.
  • B. Develop custom Knowledge reports and dashboards.
  • C. Install the Knowledge Base Dashboards & Reports AppExchange package.

Answer: C

Explanation:
To efficiently gather information on Knowledge article usefulness, installing the Knowledge Base Dashboards & Reports package from Salesforce AppExchange is advisable. This package provides pre-built reports and dashboards designed specifically for Salesforce Knowledge, enabling quick insights into article performance, usage, and feedback, facilitating continuous improvement in Knowledge management.


NEW QUESTION # 190
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

  • A. Create a Visualforce page on the customer community portal.
  • B. Set up communication channel layouts in the object manager to use Insert Article into Social post.
  • C. Set up insert Article into Social post and enable the customer community portal.
  • D. Create a Chatter group and invite the customer to join with an external chatter user.

Answer: C


NEW QUESTION # 191
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