CRT-261 VALID EXAM PAPERS - VALID CRT-261 TEST SIMULATOR

CRT-261 Valid Exam Papers - Valid CRT-261 Test Simulator

CRT-261 Valid Exam Papers - Valid CRT-261 Test Simulator

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q54-Q59):

NEW QUESTION # 54
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

  • A. Service Analytics Predictions
  • B. Einstein Reply Recommendations
  • C. Validation Rules
  • D. Einstein Next Best Action

Answer: D

Explanation:
Einstein Next Best Action is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer. Einstein Next Best Action is a feature that uses artificial intelligence to analyze customer data and context, and suggest relevant actions or offers for agents or customers at the right moment. Einstein Next Best Action can help improve customer loyalty and satisfaction by providing personalized and timely recommendations that match customer needs and preferences. Einstein Next Best Action can also help increase revenue and retention by identifying cross-sell and upsell opportunities that are appropriate for each customer scenario. Verified References: Service Cloud Consultant Certification Guide & Tips, Einstein Next Best Action Overview


NEW QUESTION # 55
A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as password resets and order inquiries. In order to reduce the number of cases created, CK wants to provide customer self-service in the following channels: web, SMS, Facebook Messenger, and WhatsApp.
What is the recommended case deflection solution?

  • A. Social Customer Service
  • B. Chat for Web and In-App
  • C. Digital Engagement Messaging
  • D. Einstein Bo

Answer: D

Explanation:
Einstein Bot is a case deflection solution that can provide customer self-service in the following channels:
web, SMS, Facebook Messenger, and WhatsApp. Einstein Bot is an automated chat agent that can handle simple and repetitive customer requests, such as password resets and order inquiries, without involving a human agent. Einstein Bot can be integrated with various messaging platforms, such as web chat, SMS, Facebook Messenger, and WhatsApp. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
bot_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.bot_channels.htm&type=5


NEW QUESTION # 56
Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When there are issues with the service, such as a power outage, UMS needs to provide service agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

  • A. Self Service Knowledge
  • B. Video Support
  • C. Incident Management
  • D. Workforce Engagement

Answer: C

Explanation:
Explanation
Incident Management is the recommended feature to meet the requirements, because it allows UMS to create incidents that represent service disruptions or outages, and link them to related cases and work orders. Incident Management also enables UMS to communicate with customers and internal teams about the incident status, impact, and resolution through email templates, chatter posts, and web pages. Verified References: : Incident Management Overview


NEW QUESTION # 57
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to- Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

  • A. Use an auto-launched flow to capture details.
  • B. Use a new customer Path on Contact to capture details.
  • C. Use a global quick action to capture details.
  • D. Use Open CTI with Pop to flow to capture details.

Answer: A

Explanation:
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto- launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow


NEW QUESTION # 58
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?

  • A. Contact Request flow
  • B. Lightning Component
  • C. Direct Messaging
  • D. Case queues

Answer: D

Explanation:
Explanation
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted.
Verified References:
: https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5
: https://help.salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5


NEW QUESTION # 59
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