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The Certification Preparation for Service Cloud Consultant certification exam covers a wide range of topics related to customer service and Salesforce Service Cloud, including case management, contact center management, service cloud automation, knowledge management, and service cloud analytics. Candidates must be familiar with these topics and be able to apply them to real-life scenarios.
Salesforce CRT-261 exam is a valuable certification for professionals who specialize in Service Cloud. It demonstrates their expertise in implementing and managing Salesforce Service Cloud solutions and can help them advance their careers in this field. By studying the exam guide, attending training courses, and taking practice exams, individuals can increase their chances of passing the exam and obtaining the certification.
Salesforce CRT-261 Exam requires a thorough understanding of Service Cloud and its various components. CRT-261 exam is designed to test the candidate’s knowledge of Salesforce Service Cloud features, such as Service Console, Omni-channel routing, Knowledge Management, and Field Service Lightning. In addition, it also tests the candidate’s ability to design and implement Service Cloud solutions, analyze data, and provide recommendations based on industry best practices.
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q63-Q68):
NEW QUESTION # 63
Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?
- A. Create a Salesforce Case to have Omni-Channel enabled.
- B. Customize service channel settings to define how the organization receives work from various
- C. Create the necessary objects in Salesforce.
- D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
NEW QUESTION # 64
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to prompt callers for the service contract number within IVR menus
- C. Ability to determine if a customer has escalated a case in the past
- D. Ability to specify unique service levels for each customer
NEW QUESTION # 65
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?
- A. Agile
- B. Lightning Platform
- C. Waterfall
- D. Kanban
NEW QUESTION # 66
Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?
- A. Use Omni-Channel to automatically route inbound email
- B. Insert a reference Thread ID in the email subject template
- C. Convert to an On-Demand Email-to-Case setup
- D. Assign a user to manually manage incoming email
NEW QUESTION # 67
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Force.com Web Services API
- B. Force.com Sites
- C. Partner portal
- D. Self-service portal
- E. Customer portalPartner portal
NEW QUESTION # 68
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