Salesforce CRT-261 Unparalleled Answers Real Questions Pass Guaranteed Quiz

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One of the key benefits of passing the Salesforce CRT-261 Exam is that it can help professionals advance their careers in the field of Service Cloud. By earning this certification, candidates can demonstrate their expertise in implementing Service Cloud solutions and differentiate themselves in the job market. Additionally, this certification can help professionals increase their earning potential and gain recognition within their organization.

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Pass Guaranteed Quiz 2025 Useful Salesforce CRT-261: Answers Certification Preparation for Service Cloud Consultant Real Questions

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q65-Q70):

NEW QUESTION # 65
As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a decrease; however, many customers have provided testimonials about great support experiences.
Which KPI could help explain the disparity?

A. Measure cases with and without articles attached based on case status.
B. Measure cases with and without articles attached with high CSAT scores.
C. Measure cases with and without articles attached with high net promoter scores (NPS),

Answer: B

Explanation:
To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights.
This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.

NEW QUESTION # 66
Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

A. Enable article deliveries
B. Configure content library permissions
C. Publish articles to external channels
D. Enable public solutions.
E. Assign article types to the communities

Answer: C,D,E

NEW QUESTION # 67
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields.
What tool should a consultant recommend to implement this requirement?

A. Process Builder
B. Auto launch flow
C. Visualforce custom page
D. Salesforce Console for Service

Answer: D

NEW QUESTION # 68
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?

A. Cases
B. Milestones
C. Service contracts
D. Assets

Answer: C

NEW QUESTION # 69
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

A. Create geography-based profiles to restrict access using data categories
B. Create geography-based roles to restrict access by mapping article types
C. Create geography-based profiles to restrict access by mapping article types
D. Create geography-based roles to restrict access using data categories

Answer: D

NEW QUESTION # 70
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