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Quiz Salesforce - CRT-261 - Certification Preparation for Service Cloud Consultant–Efficient Exam Vce

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Passing the Salesforce CRT-261 Exam demonstrates that a professional has the knowledge and skills required to design, implement, and manage the Service Cloud platform. Certification Preparation for Service Cloud Consultant certification is highly valued in the industry and can lead to new career opportunities and higher salaries. Additionally, certified professionals can help organizations to improve their customer service operations and drive business growth.

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CRT-261 Questions | CRT-261 Latest Exam Questions

Another significant challenge of undertaking a Salesforce CRT-261 exam is defining clear goals. Many students get bogged down by the volume of material they need to learn and lose sight of their goals. Thus, our Salesforce CRT-261 Real Exam Questions in three formats provide you with the clear cut CRT-261 preparation materials and defined goals to comprehensively prepare in the shortest possible time.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q103-Q108):

NEW QUESTION # 103
The call center manager at Universal Containers wants to generate daily reports to monitor agent productivity trends.
Which primary object should a consultant select to create a new Omni-Channel report type?

A. Assigned Work
B. Agent Work
C. Agent Detail

Answer: B

Explanation:
To monitor agent productivity trends, creating a new report type based on the "Agent Work" object is recommended. This object captures detailed information about the work assigned to and completed by agents, enabling the generation of daily reports that provide insights into productivity trends and areas for improvement.

NEW QUESTION # 104
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

A. Use Smart Link to Article to select the prior version.
B. Select the Flag as new version checkbox when publishing.
C. Add "updated" to the name of the new article.

Answer: B

Explanation:
To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.

NEW QUESTION # 105
Cloud Kicks has a robust Service Cloud implementation for its customer service team. The software engineering team would like to track their projects within Salesforce.
Which solution should the consultant recommend?

A. Enable Feed Tracking.
B. Install an AppExchange app.
C. Create a new Case record type.

Answer: B

Explanation:
For the software engineering team at Cloud Kicks to track projects within Salesforce, an AppExchange app dedicated to project management would be the most suitable solution. These apps are designed to handle project tracking functionalities, including task assignments, progress tracking, and collaboration features, tailored to project management needs. This approach allows for a specialized tool that integrates with Salesforce, providing a seamless experience for the engineering team without repurposing or overextending the functionality of Service Cloud case management.

NEW QUESTION # 106
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the Salesforce CTI license to Salesforce users.
B. Enable Live Agent in their community to chat with an agent.
C. Install an adapter from AppExdiange to work with third-party CTI systems.
D. Assign the correct Salesforce users to the Call Center.
E. Create a softphone layout and assign to user profiles.

Answer: C,D,E

Explanation:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

NEW QUESTION # 107
Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

A. Send email notifications to all Customers to join the Community.
B. Identify active Customers and send them registration instructions via email.
C. Have agents manually create Users when Community access is requested by Customers.
D. Have agents provide Customers with Community registration instructions when working a case.

Answer: B,D

NEW QUESTION # 108
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