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Salesforce Certified Service cloud consultant (SP24) Question and Answers

Salesforce Certified Service cloud consultant (SP24)

Last Update Jul 15, 2024
Total Questions : 198

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Questions 1

The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.

Which two should the company do to address this situation? Choose 2 answers

Options:

A.  

Measure and reward agents based on the number of new articles submitted for approval.

B.  

Measure and reward agents based on the number of new articles approved for publication.

C.  

Create a dashboard that includes articles submitted by agents and approved for publication.

D.  

Require agents to check a box on the case when submitting a new suggested article.

Discussion 0
Questions 2

Which three are characteristics of Visual Workflow? Choose 3 answers

Options:

A.  

Apex code must be used to update fields in the database.

B.  

Elements can be used to pass data to legacy systems.

C.  

Apex code must be used to pass data to legacy systems.

D.  

Only one version of a flow can be activated at a time.

E.  

Elements can be used to update fields in the database.

Discussion 0
Questions 3

A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.

Which methodology should the Consultant recommend to meet the given requirements?

Options:

A.  

Kanban

B.  

Lightning Platform

C.  

Agile

D.  

Waterfall

Discussion 0
Questions 4

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

Options:

A.  

customer satisfaction Survey

B.  

Customer Purchase History

C.  

Customer Support Requests

D.  

Net promoter Score

E.  

Service Level Agreement

Discussion 0
Questions 5

Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

Options:

A.  

Employee Community

B.  

Partner Community

C.  

Reseller Community

D.  

Customer Community

Discussion 0
Questions 6

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

Options:

A.  

Omni-Channel routing

B.  

Standard Email-to-Case

C.  

Web-to-Case forms

D.  

On-Demand Email-to-Case

Discussion 0
Questions 7

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

Options:

A.  

Create a Dashboard for each Region.

B.  

Create a single Dashboard with a Region filter.

C.  

Create a Dashboard for each Case Team.

D.  

Create a single Dashboard with a Case Team filter.

Discussion 0
Questions 8

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Options:

A.  

Account tabs and Cases tab

B.  

Case tabs with Account subtabs

C.  

Account tab with Cases related list

D.  

Account tabs with Case Subtabs

Discussion 0
Questions 9

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

Options:

A.  

Knowledge search query with no results.

B.  

Knowledge articles with the lowest rating.

C.  

Number of knowledge articles in each data category.

D.  

Knowledge articles created by call center agents.

Discussion 0