100% PASS 2025 SALESFORCE PASS-SURE CRT-261 TEST QUESTIONS FEE

100% Pass 2025 Salesforce Pass-Sure CRT-261 Test Questions Fee

100% Pass 2025 Salesforce Pass-Sure CRT-261 Test Questions Fee

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q173-Q178):

NEW QUESTION # 173
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

  • A. The dashboard viewer
  • B. The VP of service
  • C. The user creating the dashboard
  • D. Let the dashboard viewers choose

Answer: A

Explanation:
Explanation
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5


NEW QUESTION # 174
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?

  • A. Account tab with Cases related list
  • B. Account tabs and Cases tab
  • C. Case tabs with Account subtabs
  • D. Account tabs with Case Subtabs

Answer: D

Explanation:
Explanation
The Lightning Service Console is a user interface that allows you to manage multiple records on one screen and quickly access important information. You can use tabs and subtabs to organize your records and switch between them easily. To meet the requirement of viewing the case history of other cases for the same account when viewing a case, you can use account tabs with case subtabs. This means that you open an account record as a primary tab and then open related cases as subtabs under that account tab. This way, you can see all the cases for that account on one screen and compare their case histories. Verified References: [Tabs and Subtabs in Lightning Console Apps]


NEW QUESTION # 175
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

  • A. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  • B. Create a central "Contact Us" page which provides access to all available channels.
  • C. Optimize the customer community for mobile devices to have access to the same support as desktops.
  • D. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
  • E. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.

Answer: B,C,E

Explanation:
Explanation
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self-service support even when the call center is closed. Verified References: Create a Contact Us Page,
[Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]


NEW QUESTION # 176
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?

  • A. Number of new customers added
  • B. Average Number of days to close cases
  • C. Number of open cases per day
  • D. Number of Closed cases on first call
  • E. Number of cases escalated

Answer: B,C,E


NEW QUESTION # 177
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. Field Service Management
  • B. Incident Management
  • C. Workforce Engagement

Answer: B

Explanation:
Incident Management in Salesforce is designed to provide visibility and coordination during service disruptions or issues. For Ursa Major Solar, this feature would allow service agents, operations teams, and customers to have a centralized view and updates on power outages or service issues, facilitating communication and resolution efforts across all stakeholders involved in the incident.


NEW QUESTION # 178
......

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