CRT-261 VALID EXAM QUESTION, CRT-261 VALID LEARNING MATERIALS

CRT-261 Valid Exam Question, CRT-261 Valid Learning Materials

CRT-261 Valid Exam Question, CRT-261 Valid Learning Materials

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Tags: CRT-261 Valid Exam Question, CRT-261 Valid Learning Materials, Exam CRT-261 Fee, CRT-261 Latest Examprep, Questions CRT-261 Pdf

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q185-Q190):

NEW QUESTION # 185
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

  • A. The VP of service
  • B. Let the dashboard viewers choose
  • C. The user creating the dashboard
  • D. The dashboard viewer

Answer: D


NEW QUESTION # 186
Universal conatiners has determined that case list views are slow to load because of the large number of cases in the system. Which two actions will improve the performance of the list views? Choose 2 answers

  • A. Remove filter criteria from the views.
  • B. Restrict visibility of the views.
  • C. Reduce the number of fields displayed.
  • D. Filter the views by case owner.

Answer: C,D


NEW QUESTION # 187
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

  • A. Add the Knowledge Component to the Case record page.
  • B. Add the Knowledge related list to the Case record page.
  • C. Add Knowledge Data Categories to each Case.
  • D. Add the Knowledge tab to the Service Console.

Answer: A


NEW QUESTION # 188
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer conversations. Which two features will help meet the requirements?
Choose 2 answers

  • A. Social Customer Service
  • B. Service Console
  • C. Chat
  • D. Messaging

Answer: B,D


NEW QUESTION # 189
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier1 and know how far Tier1 had progressed in troubleshooting?

  • A. Path for Cases
  • B. Lightning Flow Component
  • C. Lightning Guided Engagement
  • D. Service Console Macros

Answer: A

Explanation:
Path for Cases is a feature that allows service reps to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Path for Cases can help a Tier 2 service representative take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting by showing them the current status and values of the case. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Path for Cases


NEW QUESTION # 190
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One common way to handle this case is to define a helper, CRT-261 which is a function designed for use in views, You don't have to create balance with a similar element.

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