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Salesforce Service Cloud Consultants CRT-261 Exam

Salesforce Service Cloud Consultants CRT-261 Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q15-Q20):

NEW QUESTION # 15
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options

• A. Supervisors to investigate those cases
• B. Use escalation rule to send an email
• C. Identify those cases and assign to the closure team
• D. Use auto response rule to send an email

Answer: A,C

NEW QUESTION # 16
Milestones can be added to which three object types?
Choose 3 Answers

• A. Work order
• B. Case
• C. Entitlement
• D. Service
• E. Account

Answer: A,B,C

NEW QUESTION # 17
The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

• A. Create a page layout for each article type and assign them to each team based on their product specialization
• B. Create a permission set for each record type and assign them to each team based on their product specialization
• C. Create a data category for each product and assign them to each team bases on their product specialization
• D. Create an article action for each record type and assign them to each team based on their product specialization

Answer: C

NEW QUESTION # 18
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

• A. Lookup Filter
• B. Auto-Add Milestones
• C. Approval Process
• D. Cross-Object Formula

Answer: A

NEW QUESTION # 19
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

• A. Configure a chat validation rule
• B. ConfigureLightningGuided Engagement
• C. Customize the lightning console chat page
• D. Customize the pre chat form

Answer: D

NEW QUESTION # 20
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