CRT-261 EXAM LAB QUESTIONS & VALID DUMPS CRT-261 PPT

CRT-261 Exam Lab Questions & Valid Dumps CRT-261 Ppt

CRT-261 Exam Lab Questions & Valid Dumps CRT-261 Ppt

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Tags: CRT-261 Exam Lab Questions, Valid Dumps CRT-261 Ppt, New CRT-261 Test Format, CRT-261 Certification Exam Dumps, Testking CRT-261 Learning Materials

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q32-Q37):

NEW QUESTION # 32
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

  • A. Macro to open related cases
  • B. Actions and Recommendations component
  • C. Customized case hovers
  • D. Quick Actions added to the case page

Answer: C


NEW QUESTION # 33
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?

  • A. Web-to-Case
  • B. Customer Chatter groups
  • C. Email-to-Case
  • D. On-Demand Email-to-Case

Answer: D


NEW QUESTION # 34
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

  • A. Create a self-service Help Center.
  • B. Implement Case Assignment Rules.
  • C. Allow Comments on Knowledge articles.
  • D. Enable Chat in an Experience Cloud site.

Answer: A


NEW QUESTION # 35
What method can NOT be leveraged to capture Cases in addition to via the Case tab?

  • A. Email to Case
  • B. Chatter feeds
  • C. Self Service Portal
  • D. Customer Portal

Answer: B


NEW QUESTION # 36
Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

  • A. Use Einstein Next Best Action.
  • B. Configure Path for Cases.
  • C. Improve Validation Ru!e messages.
  • D. Implement record types and pege layouts.

Answer: A

Explanation:
Using Einstein Next Best Action is a solution that can address the concern of having too many buttons and components on the Case layout. Einstein Next Best Action is a feature that uses artificial intelligence to suggest the best actions or offers for each case, based on the case information, business rules, and predictive models. Einstein Next Best Action can help agents focus on the most relevant and effective features for each case and reduce clutter on the Case layout. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.next_best_action_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
next_best_action_setup.htm&type=5


NEW QUESTION # 37
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