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By completing the Salesforce CRT-261 course and passing the Service Cloud Consultant certification exam, individuals can demonstrate their expertise in Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification can help individuals advance their careers and increase their earning potential. Additionally, it can help organizations identify individuals who have the skills and knowledge needed to design and implement effective Service Cloud solutions. Overall, the Salesforce CRT-261 course is an excellent option for individuals who want to become certified Service Cloud Consultants and advance their careers in the Salesforce ecosystem.

Salesforce CRT-261 exam is designed to test the knowledge and expertise of individuals who seek to become certified Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification is ideal for professionals who are responsible for designing and implementing solutions that improve customer service, agent productivity, and business processes. CRT-261 exam is comprehensive and covers a wide range of topics, including case management, service contracts, knowledge management, and data management.

One of the key benefits of obtaining the Salesforce CRT-261 certification is that it demonstrates your expertise in Salesforce Service Cloud. Certification Preparation for Service Cloud Consultant certification can help you stand out in the job market and increase your chances of securing a higher-paying job or promotion. Additionally, it can help you gain recognition within your organization and increase your credibility as a Service Cloud Consultant.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q58-Q63):

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

  • A. Automatic call distribution
  • B. Knowledge base
  • C. Customer community
  • D. Service cloud console

Answer: B,C

A customer community is a branded online portal that allows customers to access self-service resources, such as knowledge articles, FAQs, forums, and case management. A knowledge base is a repository of information that can help customers find answers to their questions or issues. Both solutions can help promote call deflection by enabling customers to resolve their own problems without contacting the contact center. Verified References: Service Cloud Consultant Certification Guide & Tips, Experience Cloud Overview, Knowledge Overview

A customer submitted a case that is routed to a service desk agent at Universal Containers. After the agent responds to the case, they realize the customer is ineligible for support.
Which solution should the consultant recommend to prevent this scenario from happening in the future?

  • A. Add the Case's Entitlement related list to the Case Lightning Record Page.
  • B. Add the related Account's Entitlement related list to the Case Lightning Record Page.
  • C. Add the related Contact's Entitlement related list to the Case Lightning Record Page.

Answer: C

To prevent agents from responding to cases from customers who are ineligible for support, adding the related Contact's Entitlement related list to the Case Lightning Record Page is recommended. This allows agents to quickly verify the customer's entitlement to support before proceeding with case resolution, ensuring compliance with support policies.

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

  • A. Customer Engagement Score
  • B. Service-Level Measure
  • C. Net Promoter Score
  • D. Customer Satisfaction

Answer: C

Support process: escalation queue if not responded in 2 hours within business hours until marked Urgent which requires 24/7 resolution.

  • A. Workflow rule
  • B. Validation rules on case process field
  • C. Escalation rule to ignore business hours based on case criteria

Answer: C

Universal Containers wants a mechanism that provides customers access to product installation guides, warranty information.
What solution should the consultant recommend to meet this request?

  • A. Create a Customer Experience Cloud site.
  • B. Deploy a Partner Central Community.
  • C. Implement Recommended Articles.
  • D. Configure Web-to-Case.

Answer: C


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