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Reliable CRT-261 Exam Syllabus - Latest CRT-261 Braindumps Free

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Salesforce CRT-261 is a certification preparation course designed for individuals who want to become certified Service Cloud Consultants. The Service Cloud Consultant certification is intended for individuals who have experience implementing Salesforce Service Cloud solutions in a customer-facing role. Certification Preparation for Service Cloud Consultant certification course helps individuals prepare for the Service Cloud Consultant certification exam, which is a multiple-choice exam that tests their knowledge of Salesforce Service Cloud features, design considerations, deployment best practices, and troubleshooting techniques.

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Salesforce's CRT-261 (Certification Preparation for Service Cloud Consultant) exam is designed for professionals who wish to demonstrate their expertise in implementing and consulting on Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification exam evaluates the candidate's understanding of Service Cloud best practices, industry-specific applications, and complex service solutions. CRT-261 Exam is designed for individuals who have hands-on experience with the Service Cloud platform and are well-versed in Salesforce's suite of products and services.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q32-Q37):

NEW QUESTION # 32
UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support.
What solution should a consultant recommend to meet this requirement?

A. Assign team-based roles to the associated product data category value
B. Assign team-based profiles to the associated product article types
C. Assign team-based profiles to the associated product data category value
D. Assign team-based roles to the associated product article types

Answer: C

Explanation:
Assigning team-based profiles to the associated product data category value is a solution that can meet the requirement of allowing contact center agents to only view articles for the product they support. Data category values are subcategories that can be used to further refine and filter knowledge articles by topic or type. Data category visibility can be set for each user profile or permission set to control which data category values are accessible for each user.
Verified References: 1: https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm&type=5
2: https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_assign.htm&type=5

NEW QUESTION # 33
Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

A. Global Actions need to be on the publisher layout.
B. Quick Actions must be enabled in the org.
C. The specific Quick Action must be added to the Case Feed.
D. The specific Quick Action must be added to the Case record page.

Answer: C,D

NEW QUESTION # 34
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A. Create a report that display the # of articles searched during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Report that displays # of new articles created during the past 2 months
D. Report that displays # of cases with articles attached during the past 2 months

Answer: A,D

NEW QUESTION # 35
Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A. Case Escalation
B. Entitlements and Milestones
C. Case Assignment
D. Salesforce Console

Answer: B

Explanation:
Explanation
Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

NEW QUESTION # 36
Auto Response rules work on which objects?

A. Accounts and Opportunity
B. Leads and Cases
C. Accounts and Cases
D. Leads and accounts

Answer: B

NEW QUESTION # 37
......

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Stella Green Stella Green

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