Salesforce CRT-261 Exam Brain Dumps - Correct Exam CRT-261 Tips and Verified Visual Certification Preparation for Service Cloud Consultant Cert Test

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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 (Q56-Q61):

NEW QUESTION # 56
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
B. Create a central "Contact Us" page which provides access to all available channels.
C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
D. Optimize the customer community for mobile devices to have access to the same support as desktops.
E. Enforce that customers must search the knowledgebase before they can see the Contact Us page.

Answer: B,D,E

NEW QUESTION # 57
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

A. Smart Links
B. Article Translation
C. Apex Trigger
D. Approval Process

Answer: D

Explanation:
Explanation
Approval Process is a method that can maintain the article quality while allowing all service agents to create articles. Approval Process is a feature that allows administrators to define the steps and criteria for approving records, such as articles, in Salesforce. Approval Process can be used to ensure that each article created by an agent is reviewed and approved by a subject matter expert before becoming available to users. Verified References: : https://help.salesforce.com/s/articleView?id=sf.approvals_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_process.htm&type=5

NEW QUESTION # 58
After migrating to Lightning Experience, users are complaining that they are unable to create a Knowledge article when closing a case.
How should the consultant resolve this issue?

A. Inform users that the only way to create articles is from the Knowledge component.
B. Enable Read/Write/Create permissions for Knowledge articles.
C. Add the Manage Salesforce Knowledge permission to the user's profile.

Answer: C

Explanation:
To resolve the issue of users being unable to create Knowledge articles when closing a case after migrating to Lightning Experience, adding the 'Manage Salesforce Knowledge' permission to the user's profile is necessary. This permission enables users to create, edit, and publish Knowledge articles, ensuring that they can contribute to the Knowledge base directly from case records, enhancing the support process.

NEW QUESTION # 59
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

A. Change the HTML format first to support subfields.
B. Modify the import parameters to specify HTML encoding.
C. Create an HTML file for each rich text area field.

Answer: C

Explanation:
For importing how-to guides written in HTML into Salesforce Knowledge, creating an HTML file for each rich text area field in the Knowledge article format is recommended. This method ensures that the HTML content is properly mapped and displayed within Salesforce Knowledge articles, preserving the formatting and structure of the original guides.

NEW QUESTION # 60
Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.
Which feature should a consultant recommend to meet these requirements?

A. Case teams
B. Account teams
C. Case swarms

Answer: A

Explanation:
Case teams in Salesforce allow for collaborative case management by enabling a group of users to work on cases together. By using case teams, Universal Containers can specify which users have access to cases based on the Product Type field. Additionally, workflow rules or process builders can be configured to send emails to case team members when a case is created or closed, ensuring that only those with access to the case are notified, thus meeting the requirements.

NEW QUESTION # 61
......

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Salesforce CRT-261 Exam Brain Dumps - Correct Exam CRT-261 Tips and Verified Visual Certification Preparation for Service Cloud Consultant Cert Test

Salesforce Service Cloud Consultants CRT-261 Exam

Exam CRT-261 Tips & Visual CRT-261 Cert Test

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q56-Q61):

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