CRT-261 EXAM VOUCHER & CRT-261 EXAM OBJECTIVES

CRT-261 Exam Voucher & CRT-261 Exam Objectives

CRT-261 Exam Voucher & CRT-261 Exam Objectives

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Tags: CRT-261 Exam Voucher, CRT-261 Exam Objectives, Reliable CRT-261 Test Labs, Certification CRT-261 Exam Cost, Unlimited CRT-261 Exam Practice

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Salesforce CRT-261 Exam Objectives | Reliable CRT-261 Test Labs

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The Salesforce CRT-261 exam is composed of 60 multiple-choice questions and takes 105 minutes to complete. The passing score for the exam is 67%, and it is available in English, Japanese, and Portuguese. CRT-261 Exam can be taken online, and candidates must register for it through the Salesforce website.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q54-Q59):

NEW QUESTION # 54
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

  • A. Use the Files Related List on each article to add files to your articles.
  • B. Post the Files to the Chatter Feed on each Article.
  • C. Use the Lightning Knowledge Migration Tool and choose 'include files'.
  • D. Upload the files as Documents, then relate them to the migrated Articles.

Answer: A

Explanation:
Explanation
The Knowledge Importer is a tool that allows you to import articles from CSV files into Lightning Knowledge. However, it does not support importing file attachments from external knowledge bases. To migrate the file attachments, you need to use the Files Related List on each article to add files to your articles manually. You can upload files from your computer or select files from Salesforce or an external source such as Google Drive or Box. Verified References: [Import Articles into Lightning Knowledge] and [Add Files to Articles]


NEW QUESTION # 55
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

  • A. The specific Quick Action must be added to the Case record page.
  • B. Global Actions need to be on the publisher layout.
  • C. The specific Quick Action must be added to the Case Feed.
  • D. Quick Actions must be enabled in the org.

Answer: A,C


NEW QUESTION # 56
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 closed by self-service users.
  • B. Number of cases created using Communities by month.
  • C. Number of Knowledge articles created each month.
  • D. Average call handle time by team.

Answer: A,B

Explanation:
These two reports are useful for demonstrating the success of self-service initiatives, as they show how many customers are able to resolve their issues without contacting an agent, and how many customers are using the Community as a channel for support. These reports can indicate a reduction in case volume and an increase in customer satisfaction. Verified References: [Salesforce Help: Self-Service Metrics] and [Salesforce Help:
Community Reports]


NEW QUESTION # 57
Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement project, a self- service portal in Experience Cloud and public Knowledge base were added. When reviewing service KPIs, management at CK found a 10% increase in case resolution time and is considering reverting the changes.
What is the likely reason for the KPI change?

  • A. Agents do not have access to the same Knowledge articles as customers.
  • B. Customers are spending additional time searching for answers.
  • C. Self-service deflects easy cases, leaving more complex cases for agents.
  • D. Customers must spend additional time registering for the portal.

Answer: C

Explanation:
This is the most likely reason for the increase in case resolution time, because self-service portals and knowledge bases enable customers to find answers to common or simple questions without creating a case. This means that agents are left with more complex or challenging cases that require more time and effort to resolve3 Verified References: 3: Self-Service Best Practices


NEW QUESTION # 58
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

  • A. Milestones & Entitlements processes
  • B. Omni-Channel Routing
  • C. Case Assignment rules

Answer: B

Explanation:
To direct cases with the same criteria applied to Messaging for In-App and Web (MIAW), utilizing Omni-Channel Routing is recommended. This feature enables the distribution of cases based on predefined criteria, ensuring that cases are routed to the appropriate agents or queues for efficient resolution, mirroring the strategy used for MIAW.


NEW QUESTION # 59
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