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Salesforce CRT-261 Certification Exam is a comprehensive exam that covers a wide range of topics related to Salesforce Service Cloud. CRT-261 exam covers topics such as Service Cloud architecture, case management, knowledge management, contact center automation, and analytics. CRT-261 exam also covers topics related to Salesforce integrations, including integrations with third-party applications and systems.
Salesforce CRT-261 exam comprises 60 multiple-choice questions, which must be answered within 105 minutes. CRT-261 Exam is divided into six sections, which cover topics such as Service Cloud solution design, Service Cloud solution architecture, Service Cloud data management, and Service Cloud implementation strategies. CRT-261 exam also assesses the candidate's knowledge of best practices for configuring Service Cloud features, such as case management, service contracts, entitlements, and knowledge management.
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To prepare for the Salesforce CRT-261 exam, candidates can take advantage of various study materials available online, including self-paced training modules, practice exams, and study guides. Additionally, Salesforce offers instructor-led training, which covers all the topics included in the certification exam. By investing time and effort in preparing for the exam, candidates can acquire the skills and knowledge necessary to pass the Salesforce CRT-261 Exam and earn the Salesforce Certified Service Cloud Consultant certification. Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q122-Q127):NEW QUESTION # 122
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?
A. Send out a monthly survey to customers requesting feedback.
B. Contact Salesforce to send a report on article efficacy.
C. Install Knowledge Base Dashboards and Reports AppExchange package.
D. Create a group of super users that will evaluate and manage articles.
Answer: C
Explanation:
The Knowledge Base Dashboards and Reports AppExchange package is a free package that provides pre-built dashboards and reports to help you measure and improve your knowledge base. You can use this package to gather information on knowledge article usefulness, such as article ratings, views, feedback, searches, and gaps. Verified References: Knowledge Base Dashboards and Reports
NEW QUESTION # 123
Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?
A. Review guidelines and limits for Web-to-Case.
B. Review Einstein Conversation Mining for Web-to-Case.
C. Review Service Setup Assistant for Web-to-Case.
Answer: A
Explanation:
Before creating an implementation plan for Web-to-Case, reviewing the guidelines and limits for this feature is essential. Understanding these constraints ensures that the implementation aligns with Salesforce's capabilities and limitations, facilitating a smooth and effective deployment of the Web-to-Case form.
NEW QUESTION # 124
Which native Service Cloud solution is used for case satisfaction surveys?
A. Create a Web-to-case form with a custom case type of survey
B. Enable the case survey auto-response rule
C. Enable the case survey option on the case object
D. Check the survey option in the case settings
Answer: A
NEW QUESTION # 125
As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?
A. Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.
B. Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.
C. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.
D. Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.
Answer: A
Explanation:
Ensuring that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: Service Cloud Consultant Certification Guide & Tips, Article Types Overview
NEW QUESTION # 126
Cloud Kicks (CK) plans to deploy Service Cloud. Customers have diferent levels of support available. CK is unsure whether Entitlements only or Entitlements plus Service Contracts is the correct solution.
Which question should be asked to determine the preferred solution?
A. Will customers access selft service resources through Experince Cloud?
B. Do Service Agents need to determine whether a customer is eligible for support?
C. It support provoded on a periodic basis and renewed annually?
D. Do multiple versions of the entitlements need to be created and maintained?
Answer: C
Explanation:
Explanation
This is the question that should be asked to determine the preferred solution, because it indicates whether CK needs to use Service Contracts or not. Service Contracts are agreements between a company and a customer that specify the duration and level of support for a product or service. If CK provides support on a periodic basis and renews it annually, then they should use Service Contracts along with Entitlements. If CK provides support based on other factors, such as number of cases or products purchased, then they can use Entitlements only. Verified References: : Service Contracts and Entitlements