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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed to test the knowledge and skills of professionals who are interested in becoming Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification validates the expertise required to design and implement Service Cloud solutions that meet customer business requirements.
Salesforce CRT-261 exam is specifically designed for professionals who want to demonstrate their expertise in the Service Cloud platform. Certification Preparation for Service Cloud Consultant certification is ideal for those who work in customer service, technical support, or sales roles and want to enhance their skills in managing customer interactions. CRT-261 Exam covers a range of topics, including case management, contact center automation, and knowledge management.
Salesforce CRT-261 Certification Exam is a challenging certification exam that requires a deep understanding of Salesforce Service Cloud. CRT-261 exam is designed to test the candidate’s knowledge of Salesforce Service Cloud, including its features, functionality, and best practices. CRT-261 exam also tests the candidate’s ability to design and implement Salesforce Service Cloud solutions that meet the business requirements of clients.
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Another great format of our CRT-261 exam dumps is the real questions in a PDF file. This is a portable file that contains the most probable CRT-261 test questions. The Salesforce CRT-261 Pdf Dumps format is a convenient preparation method as these CRT-261 questions document is printable and portable.
Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q120-Q125):
NEW QUESTION # 120
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers
- A. Email Temp ates
- B. Quick Text
- C. Macros
- D. Global Quick Action
Answer: A,C
Explanation:
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations. Email Templates can help ensure consistent and professional communication with customers.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.
htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5
NEW QUESTION # 121
Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers
- A. Assign the Salesforce CTI license to Salesforce users
- B. Assign the Salesforce users to the Call Center.
- C. Install an adapter from AppExchange to work with third-party CTI systems
- D. Create a SoftPhone layout and assign to user profiles
- E. Use Apex to create an adapter to work with third-party CTI systems
Answer: B,C,D
NEW QUESTION # 122
The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers
- A. Service cloud console
- B. Customer community
- C. Automatic call distribution
- D. Knowledge base
Answer: B,D
NEW QUESTION # 123
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define a custom field to identify the subject.
- B. Define topics for each knowledge article.
- C. Define article types with public sharing settings.
- D. Define data categories with custom visibility.
Answer: A,C,D
NEW QUESTION # 124
Which three are characteristics of Visual Workflow? Choose 3 answers
- A. Elements can be used to update fields in the database.
- B. Elements can be used to pass data to legacy systems.
- C. Apex code must be used to update fields in the database.
- D. Only one version of a flow can be activated at a time.
- E. Apex code must be used to pass data to legacy systems.
Answer: A,B,D
Explanation:
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References:
[Salesforce Help: Visual Workflow]
NEW QUESTION # 125
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