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Salesforce CRT-261 Certification Exam is an excellent way for professionals to demonstrate their expertise in designing and implementing Service Cloud solutions. By covering a range of topics and testing candidates' ability to design and implement a Service Cloud solution, this certification provides a comprehensive measure of a candidate's knowledge and skills. Obtaining this certification can help professionals advance their careers and demonstrate their commitment to ongoing learning and professional development.
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To prepare for the Salesforce CRT-261 exam, candidates must have a thorough understanding of the Service Cloud platform and its functionality. They should be able to analyze business requirements, design solutions, and configure the system to meet customer needs. CRT-261 Exam consists of 60 multiple-choice questions, and candidates have 105 minutes to complete it. The passing score is 68%, and the exam fee is $200.
Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q31-Q36):
NEW QUESTION # 31
A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
Answer: B
Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
NEW QUESTION # 32
What solution should a consultant recommend while designing a plan to decrease a company's cost per call? (Choose 2)
Answer: A,B
NEW QUESTION # 33
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
Answer: B
NEW QUESTION # 34
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
Answer: D
NEW QUESTION # 35
Cloud Kidcs (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The Service Cloud administrator plans to enable "Use standard Salesforce sharing" in Sharing Settings under Knowledge Setting.
Which consideration should the administrator be aware of when making this change?
Answer: B
Explanation:
Explanation
This is the main consideration when enabling "Use standard Salesforce sharing" in Sharing Settings under Knowledge Settings, because it changes how article access is controlled. When this setting is enabled, article access is controlled by organization-wide sharing defaults and sharing rules, instead of data categories and data category visibility settings. This means that data categories are only used for filtering and organizing articles, not for restricting access. Verified References: : Control Article Access with Sharing Settings
NEW QUESTION # 36
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