Salesforce CRT-261 New Braindumps Pdf

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q139-Q144):

NEW QUESTION # 139
The Universal Containers sales team has been so successful in signing new customers that the support team is unable to provide same-day customer assistance.
What should a consultant recommend to address this problem?

A. Ask sales reps to respond to support Cases
B. Provide a self-help Customer Community.
C. Add more support phone lines.
D. Limit Customers to 5 Cases per day.

Answer: B

Explanation:
Adding more support phone lines is a solution that can address the problem of the support team being unable to provide same-day customer assistance due to high demand. Adding more support phone lines can increase the capacity and availability of the support team to handle incoming calls from customers. This can reduce the wait time and improve customer satisfaction. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.service_phone_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
service_phone_setup.htm&type=5

NEW QUESTION # 140
Universal containers would like for articles to be suggested to agents based on information they are typing into the case. What solution should a consultant recommend?

A. Enable the knowledge sidebar related list on the case page layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a visualforce page called knowledge sidebar on the case page layout.
D. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.

Answer: D

Explanation:
Creating a Salesforce console for service and enabling the knowledge sidebar on the case page layout is a solution that can enable articles to be suggested to agents based on information they are typing into the case.
A Salesforce console for service is a workspace that allows agents to manage multiple cases and interactions on a single screen. The knowledge sidebar is a feature that shows suggested articles based on the case subject, description, or other fields in the console. Verified References: : https://help.salesforce.com/s/articleView?
id=sf.console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
knowledge_sidebar_enable.htm&type=5

NEW QUESTION # 141
Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Customer Experience site
B. Partner Experience site
C. Employee Community

Answer: B

Explanation:
For providing resellers with a secure portal to share customer accounts, submit and track cases, and view reports, implementing a Partner Experience site is recommended. This solution offers a collaborative platform tailored for partners, enhancing communication, case management, and access to vital information, strengthening the partnership ecosystem.

NEW QUESTION # 142
Universal Containers implemented Case Management to support business-to-consumer (B2C) customers. One custom field includes the customer's Personal Identifiable Information (PII) dat a. When a case is submitted, an account manager requires Read-Only access and needs to view the customer's PII data. A support engineer requires Read and Write access but no visibility into the customer's PII data.
Which solution should a consultant recommend to meet the requirements?

A. Configure Case Team with Read Write and field-level security.
B. Configure View All for the Case object and field-level security.
C. Configure OWD for the Case object and implement Salesforce Shield.

Answer: A

Explanation:
To meet the requirements of different access levels for account managers and support engineers, configuring Case Teams with appropriate roles and applying field-level security to the Personal Identifiable Information (PII) data field is advisable. This approach allows for granular control over access to case information and PII data, ensuring that each role has the necessary permissions while maintaining data privacy and security.

NEW QUESTION # 143
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 for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

A. Escalation Rules
B. Case Auto-Response
C. Facebook Messaging
D. Chat

Answer: B,D

NEW QUESTION # 144
......

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