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Salesforce CRT-261 Exam Syllabus Topics:

Topic	Details
Topic 1	Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
Topic 2	Given a scenario, determine appropriate contact center licensing and deployment strategies
Topic 3	Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service depot repair, B2C, B2B, etc.)
Topic 4	Explain the use cases, capabilities, and limitations of Flow important to case management.
Topic 5	Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
Topic 6	Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.
Topic 7	Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition.
Topic 8	Understand the key factors to consider when implementing a Knowledge data migration strategy
Topic 9	Given business process requirements, determine the appropriate approach to case submission Explain the use cases and considerations for common Service Cloud Integrations
Topic 10	Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media).
Topic 11	Given a scenario, identify the appropriate Service Console features to meet the business need
Topic 12	Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
Topic 13	Given a set of KPIs, determine the appropriate case management solution Identify use cases and capabilities of Social Customer Service
Topic 14	Explain the considerations for data migration and data quality Explain the factors that influence key contact center metrics, KPIs, and business challenges
Topic 15	Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).
Topic 16	Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
Topic 17	Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS video channel, and social media.)
Topic 18	Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.).
Topic 19	Explain how different Service Console features work together to deliver business value
Topic 20	Explain the use cases and benefits for different interaction channels Identify the benefits of a knowledge base
Topic 21	Distinguish the key components that contribute to performance optimization within a design

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q129-Q134):

NEW QUESTION # 129
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Add conditional logic to the instructions
B. Create a formula to build the macro logic around
C. Add a formula block to the macro
D. Add multiple ELSE IF blocks after the IF block

Answer: B,C

NEW QUESTION # 130
Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like a quick way to navigate the console, including changing tabs, saving records, and searching.
What is the recommended feature to improve productivity?

A. Keyboard shortcuts
B. Quick text
C. Custom macros

Answer: A

Explanation:
Keyboard shortcuts in the Lightning Service Console enable service agents to quickly navigate the console, change tabs, save records, and perform searches without relying on mouse clicks. This feature enhances productivity by allowing agents to perform common actions more efficiently, addressing the feedback from the pilot group of users.

NEW QUESTION # 131
Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

A. Allow the user to log into Live Agent from multiple browsers.
B. Coach users on minimizing open console tabs.
C. Add additional components to the Lightning console.
D. Ensure each laptop has a modern browser installed.

Answer: B,D

NEW QUESTION # 132
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 with high net promoter scores (NPS),
B. Measure cases with and without articles attached based on case status.
C. Measure cases with and without articles attached with high CSAT scores.

Answer: C

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 # 133
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 # 134
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