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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.
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Salesforce CRT-261 exam is a multiple-choice exam that consists of 60 questions. CRT-261 exam is timed and must be completed within 105 minutes. To pass the exam, candidates must score at least 68% or higher. CRT-261 Exam is available in both English and Japanese languages. Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q110-Q115):NEW QUESTION # 110
Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?
A. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
B. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
C. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
D. Configure the new app m developer org and use an unmanaged package to deploy to production.
Answer: D
NEW QUESTION # 111
Universal Containers wants to automate case management for the web support team.
When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
A. Contact Request flow
B. Lightning Component
C. Case queues
D. Direct Messaging
Answer: C
Explanation:
Case queues are an approach that a consultant should implement to automate case management for the web support team. Case queues are locations where cases are routed to await processing by a group of users. Case queues can be used to assign cases to the web support team based on criteria such as case origin, priority, or type. Case queues also allow agents to work on cases in the order that they are submitted. Verified References: : https://help.salesforce.com/s/ar ... eues.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.customize_casequeues.htm&type=5
NEW QUESTION # 112
Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?
A. Customer Community
B. Web-to-Case
C. Embedded Chat Service
D. Case Assignment Rules
Answer: C
NEW QUESTION # 113
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
A. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
B. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
C. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
D. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
Answer: C
NEW QUESTION # 114
Which application will allow a client to enable Ideas on a public website?