Exam CRT-261 Registration | CRT-261 Exam Actual Tests

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q102-Q107):

NEW QUESTION # 102
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Knowledge tab to the Console app.
B. Create email templates with Knowledge Articles attached.
C. Add the Suggested Article widget to the Case page layout.
D. Add the Knowledge Component to the Service Console.

Answer: D

Explanation:
Explanation
The Knowledge component is a Lightning component that displays relevant articles on the case record page based on the case information. Agents can use the component to search for articles, attach articles to cases, view article details, and provide feedback on articles. The Knowledge component provides suggested article functionality to Lightning Service Console users by automatically recommending articles that match the case subject, description, or data categories. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Lightning Knowledge Component

NEW QUESTION # 103
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A. Cases created by type.
B. Average case stage duration.
C. Case volume by channel.
D. Open cases by reason.

Answer: B

NEW QUESTION # 104
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?

A. Scrum
B. Lean Development
C. Kanban
D. Extremen Programming

Answer: C

Explanation:
Kanban is the recommended methodology to meet the requirements, because it allows CK to optimize its development process by visualizing the workflow, limiting the work in progress, and improving efficiency and quality. Kanban is a method that uses a board with columns and cards to represent the stages and tasks of a project, and helps teams monitor and manage their work flow. Kanban also encourages teams to limit the amount of work in each stage based on their capacity and bandwidth, and to focus on delivering value to customers. Verified References: : Kanban Methodology

NEW QUESTION # 105
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 a dashboard to track and manage call volumes by type.
B. Create Knowledge Articles and publish internally and publicly.
C. Configure IVR routing to bypass Tier 1 for the product line.
D. Configure Omni-channel to assign cases directly to Tier 2.

Answer: B

NEW QUESTION # 106
A business to consumer (B2C) company wants to decrease service costs and improve customer relationship currently, customers pay invoices and update their contact information by mailing paper payslips back to company.
What is the recommended solution to meet the requirements?

A. Service Cloud Voice with Tele-pay
B. Einstein Bots with Credit Card Payments
C. Experience Cloud with Customer Account Portal template
D. Field Service with Integrated Payments

Answer: C

Explanation:
Explanation
Experience Cloud with Customer Account Portal template is the recommended solution to meet the requirements of reducing service costs and improving customer relationship by allowing customers to pay invoices and update their contact information online. Experience Cloud is a product that allows you to create branded online portals for your customers, partners, or employees. Experience Cloud sites can provide self-service resources, such as knowledge articles, FAQs, forums, and case management. Customer Account Portal is a template that provides a pre-built site for customers to access their account information, such as invoices, payments, orders, contracts, or contact details. Customers can also update their profile, preferences, or communication settings from the site. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Customer Account Portal Template Overview

NEW QUESTION # 107
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Exam CRT-261 Registration | CRT-261 Exam Actual Tests

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q102-Q107):

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