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CRT-261시험응시덤프의문제를마스터하면시험합격가능

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IT전문가들이 자신만의 경험과 끊임없는 노력으로 작성한 Salesforce CRT-261덤프에 관심이 있는데 선뜻 구매결정을 내릴수없는 분은Salesforce CRT-261덤프 구매 사이트에서 메일주소를 입력한후 DEMO를 다운받아 문제를 풀어보고 구매할수 있습니다. 자격증을 많이 취득하면 좁은 취업문도 넓어집니다. Salesforce CRT-261 덤프로Salesforce CRT-261시험을 패스하여 자격즉을 쉽게 취득해보지 않으실래요?

Salesforce CRT-261 시험은 서비스 클라우드 컨설턴트가 되고자하는 개인에게 귀중한 인증입니다. 인증은 개인이 서비스 클라우드를 깊이 이해하고 있으며 비즈니스 요구 사항을 충족하는 솔루션을 설계하고 구성 할 수 있음을 보여줍니다. 또한 인증을 통해 전문가가 새로운 일자리 기회와 높은 급여 규모를 열어 Salesforce 생태계의 경력을 발전시키는 데 도움이 될 수 있습니다. 전반적으로 Salesforce CRT-261 시험은 Salesforce Service Cloud Consulting을 전문으로하는 개인에게 필수 인증입니다.

Salesforce CRT-261 시험요강:

주제
소개

주제 1

• 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).

주제 2

• 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.)

주제 3

• Given a set of KPIs, determine the appropriate case management solution
• Identify use cases and capabilities of Social Customer Service

주제 4

• Understand the key factors to consider when implementing a Knowledge data migration strategy

주제 5

• Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge.

주제 6

• Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback

주제 7

• 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.).

주제 8

• Explain the considerations for data migration and data quality
• Explain the factors that influence key contact center metrics, KPIs, and business challenges

주제 9

• Given business process requirements, determine the appropriate approach to case submission
• Explain the use cases and considerations for common Service Cloud Integrations

주제 10

• Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance

주제 11

• Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS
• video channel, and social media.)

주제 12

• Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge

주제 13

• Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce.

주제 14

• Given a set of business requirements, describe how a feature should be implemented

주제 15

• Explain the use cases, capabilities, and limitations of Flow important to case management.

주제 16

• Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow

주제 17

• Given a scenario, identify the appropriate Service Console features to meet the business need

주제 18

• Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)

주제 19

• Explain how different Service Console features work together to deliver business value

주제 20

• Explain the use cases and benefits for different interaction channels
• Identify the benefits of a knowledge base

주제 21

• Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning

주제 22

• 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.

주제 23

• Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text).

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최신 CRT-261시험응시 덤프샘플문제

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최신 Salesforce Service Cloud Consultant CRT-261 무료샘플문제 (Q162-Q167):

질문 # 162
Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

• A. Standard Email-to-case
• B. On-Domand Emali-to-Case
• C. Web-to-Case forms
• D. Apex Email Service

정답：B,C

설명：
On-Demand Email-to-Case and Web-to-Case forms are features that a consultant should suggest to reduce the amount of time support agents spend creating cases. Case creation must scale up to 5000 new cases per day, as well as allowing file attachments under 25 MB by the customer. These features can help automate the case creation process from email or web sources, as well as support file attachments. For example:
* On-Demand Email-to-Case is a feature that allows you to convert customer emails into cases without installing an agent in your network. On-Demand Email-to-Case can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. On-Demand Email-to-Case can help reduce the manual work of creating cases from emails, as well as preserve the email formatting and headers.
* Web-to-Case forms are forms that you can embed on your website to allow customers to submit cases directly to Salesforce. Web-to-Case forms can handle up to 5000 new cases per day, and can also accept file attachments up to 25 MB in size. Web-to-Case forms can help capture customer information and issues from your website, as well as reduce the email and phone traffic to your support team.
Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up On-Demand Email-to- Case, [Set Up Web-to-Case]

질문 # 163
service representatives are complaining that their lightning service console is too crowded Making it difficult to find tab and features required. After reviewing service console all configured features are required.

• A. Create multiple console layouts
• B. Configure Macros
• C. Define criteria-based record page components
• D. Enable keyboard shortcuts

정답：D

질문 # 164
Which three processes are uses case for Visual Workflow? Choose 3 answers

• A. Cross-sell promotions for agents
• B. Decision-based troubleshooting for agents
• C. Assignment of email to a case queue based on subject
• D. Caller verification and creation of a new case
• E. Field validation during case creation

정답：A,B,D

질문 # 165
Service agents at Cloud Kicks report spending a lot of time on similar cases, such as reset password requests.
Agents will typically select an email template with password reset instructions, send an email to the customer, and update the case status to 'Responded'.
What is the recommended feature to improve productivity?

• A. Macros
• B. Service Console
• C. Quick Text
• D. Lightning Utility Bar

정답：A

설명：
Explanation
Macros are a feature that can improve productivity for service agents who spend a lot of time on similar cases, such as reset password requests. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when working on similar cases. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.console2_macros_create.htm&type=5

질문 # 166
A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

• A. Define Topics for each Knowledge article.
• B. Define Data Categories with Custom Visibility.
• C. Define a Custom Field to identify the Subject.
• D. Define Article Types with Public Sharing Settings.

정답：A

질문 # 167
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