CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT EXAM LAB QUESTIONS & CRT-261 VALID VCE TEST & CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT EXAM SIMULATOR ONLINE

Certification Preparation for Service Cloud Consultant Exam Lab Questions & CRT-261 valid VCE test & Certification Preparation for Service Cloud Consultant Exam Simulator Online

Certification Preparation for Service Cloud Consultant Exam Lab Questions & CRT-261 valid VCE test & Certification Preparation for Service Cloud Consultant Exam Simulator Online

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q167-Q172):

NEW QUESTION # 167
A consultant needs to import 2,000 source articles for a Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs.
Before importing the articles into Knowledge, which step should a consultant perform? (Choose 3)

  • A. Set up the article actions and assign publishers to each action
  • B. Set the publication status of the article tame to draft status
  • C. Set up a zip file that contains the CSV, HTML, and image files.
  • D. Create the data categories and set up the data category values.
  • E. Create the custom fields for the slide type

Answer: A,C,D


NEW QUESTION # 168
Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.
Which three statements must be considered?
Choose three answers

  • A. A separate .csv import file is uploaded for each article type
  • B. One .csv import file is uploaded for all article types
  • C. A separate .csv import file is uploaded for each data category
  • D. Each article must be associated to an article type
  • E. Attachments and .html files must be referenced in a corresponding .zip file

Answer: A,D,E


NEW QUESTION # 169
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: A


NEW QUESTION # 170
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

  • A. Configure a chat validation rule
  • B. ConfigureLightningGuided Engagement
  • C. Customize the lightning console chat page
  • D. Customize the pre chat form

Answer: D

Explanation:
Customizing the pre chat form is the recommended solution to ensure chat requests contain enough information for customer service representatives to effectively respond. A pre chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the pre chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads.
The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: [Service Cloud Consultant Certification Guide & Tips], Set Up Pre-Chat Forms


NEW QUESTION # 171
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

  • A. Salesforce Chat
  • B. OmniStudio
  • C. Case auto-response rule

Answer: A

Explanation:
To reduce call wait times and enable agents to handle more inquiries simultaneously, implementing Salesforce Chat is recommended. Chat allows for real-time communication with multiple customers concurrently, alleviating the pressure on call-based support and improving overall customer service efficiency.


NEW QUESTION # 172
......

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