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Free PDF 2025 Salesforce CRT-261: Certification Preparation for Service Cloud Consultant–Unparalleled Dumps Guide

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q145-Q150):

NEW QUESTION # 145
Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

A. Social Media Marketing message tagging.
B. Einstein Bot social queues.
C. Social Customer Service for Twitter and Facebook.
D. Social Persona for Twitter and Facebook.

Answer: C

Explanation:
Social Customer Service is a feature that allows agents to respond to customer requests from social media channels such as Twitter and Facebook. Agents can create cases from social posts, reply to customers using social handles, and monitor social conversations using keywords and hashtags. Verified References: Service Cloud Consultant Certification Guide & Tips, Social Customer Service Overview

NEW QUESTION # 146
Cloud Kicks (CK) wants to adopt artificial intelligence (Al) for improving case closure key performance indicators (KPIs) and product support planning within its Service organization. CK has at least 1,000 closed cases from which it can predict accurate values for fields that are empty. CK has yet to implement any Einstein Al products.
Which approach should the consultant recommend to start. Al efforts at CK?

A. Review and address Case data issues and set up Einstein Classification Apps.
B. Review and address Case data issues and set up Einstein Article Recommendations.
C. Confirm there are enough closed cases and turn on Einstein Service Al Grounding with Cases.

Answer: A

Explanation:
To start AI efforts for improving case closure KPIs and product support planning, reviewing and addressing case data quality issues is essential before setting up Einstein Classification Apps. This approach ensures the AI models are trained on clean, reliable data, enhancing the accuracy of predictions for empty fields and overall effectiveness of the AI implementation in the Service organization.

NEW QUESTION # 147
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?

A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Snapshot report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Age report type.

Answer: A

NEW QUESTION # 148
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

A. Quick Text
B. Macros
C. Email Temp ates
D. Global Quick Action

Answer: B,C

Explanation:
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. 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 closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations. Email Templates can help ensure consistent and professional communication with customers.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5

NEW QUESTION # 149
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A. Number of knowledge articles in each data category.
B. Knowledge articles with the lowest rating.
C. Knowledge search query with no results.
D. Knowledge articles created by call center agents.

Answer: B,C

Explanation:
These two metrics are useful for identifying knowledge article effectiveness, as they indicate the gaps and weaknesses in the knowledge base. Knowledge search query with no results shows how often customers and agents search for something that is not covered by any article, which suggests a need for creating new content.
Knowledge articles with the lowest rating shows how satisfied customers and agents are with the quality and relevance of the existing articles, which suggests a need for improving or updating the content. Verified References: Report on Salesforce Knowledge Articles and Knowledge Base Dashboards & Reports

NEW QUESTION # 150
......

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