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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q182-Q187):

NEW QUESTION # 182
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the Salesforce CTI license to Salesforce users.
B. Create a softphone layout and assign to user profiles.
C. Enable Live Agent in their community to chat with an agent.
D. Assign the correct Salesforce users to the Call Center.
E. Install an adapter from AppExdiange to work with third-party CTI systems.

Answer: B,D,E

NEW QUESTION # 183
SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A. Use case teams to close
B. Use escalation rules
C. Use entitlements to define a process and milestones

Answer: C

NEW QUESTION # 184
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

A. Visual Workflow, data loader, and Force.com IDE
B. Visual Studio Code and change sets
C. Data loader, change sets, and Force.com Excel Connector
D. Mass Transfer Records, change sets, and Visual Studio Code

Answer: C

Explanation:
Explanation
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide

NEW QUESTION # 185
Universal containers is planning to provide different levels of support to customers in order to ensure its agents are working within the confines of the service level agreement.
Which feature should the consultant consider?

A. Case escalation
B. Omni-channel
C. Case milestones
D. Entitlements

Answer: A,B,D

NEW QUESTION # 186
Universal Containers support management team has noticed an increase in wait times over the last several months when customers call in for support.
Which two recommendations should a consultant suggest to help decrease customer wait times?
Choose 2 answers:

A. Create case escalation rules to route high priority cases directly to supervisors for resolution
B. Create reports to analyze call data in order to understand peak times and ensure adequate staffing
C. Set up a Salesforce Customer Community that will allow customers to create cases online
D. Set up analytical snapshots to capture key case information and create historical trending reports

Answer: B,C

NEW QUESTION # 187
......

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Trustable Salesforce Simulations CRT-261 Pdf | Try Free Demo before Purchase

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q182-Q187):

Simulations CRT-261 Pdf - 100% Pass Quiz 2025 CRT-261: Certification Preparation for Service Cloud Consultant First-grade Book Free

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