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[General] Valid CRT-261 Exam Online | Test CRT-261 Guide Online

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【General】 Valid CRT-261 Exam Online | Test CRT-261 Guide Online

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q17-Q22):NEW QUESTION # 17
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer
  • A. Create publication teams with article managers and assign each team to specific publication states.
  • B. Create publication teams with article managers and assign each team to specific article actions.
  • C. Create public groups with article managers and assign each group to specific publication states.
  • D. Create public groups with article managers and assign each group to specific article actions.
Answer: D

NEW QUESTION # 18
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
  • A. RMA and FSR escalation requirements
  • B. Case closure rules on the original case
  • C. Relationship to the primary contact
  • D. Visibility and access to the RMA and FSR records
  • E. Average incoming case volume
Answer: A,B,D

NEW QUESTION # 19
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
  • A. Milestones
  • B. CRT-261 Actions
  • C. Entitlements
Answer: C
Explanation:
When support agents need to verify customer eligibility for support upon case creation, Entitlements should be used. Entitlements define the types of support a customer is entitled to receive, based on factors like product or service level agreements, enabling agents to quickly verify and ensure compliance with support policies.

NEW QUESTION # 20
Universal Containers email policy requires that all email traffic remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones. Which solution should a consultant recommend?
  • A. Email-to-Case
  • B. Web-to-Case
  • C. On-Demand Email-to-Case
  • D. Salesforce for Outlook
Answer: A

NEW QUESTION # 21
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
  • A. While holding for a support agent
  • B. On-demand email to case
  • C. Web-to-case question
  • D. An email to case inquiry
Answer: C
Explanation:
Explanation
A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: :
https://help.salesforce.com/s/ar ... tion.htm&type=5 :
https://help.salesforce.com/s/ar ... view.htm&type=5

NEW QUESTION # 22
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