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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed for professionals who want to demonstrate their knowledge and skills in implementing and consulting on Salesforce Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who work with customers to identify and create comprehensive solutions that address customer service requirements. CRT-261 exam measures candidates' ability to design and implement Service Cloud solutions that meet customer needs, and their understanding of the key considerations for designing a Service Cloud solution.

To prepare for the Salesforce CRT-261 exam, candidates should have a solid understanding of Salesforce Service Cloud functionality and features. They should also have experience in implementing Service Cloud solutions and be familiar with best practices for designing and optimizing Service Cloud solutions. Salesforce offers a range of training resources to help candidates prepare for the exam, including self-paced online courses, instructor-led training, and study guides. Candidates may also benefit from hands-on experience with Service Cloud implementations and participation in user groups and forums to exchange knowledge and best practices with other Salesforce professionals. By earning the Salesforce Certified Service Cloud Consultant credential, candidates can demonstrate their expertise in designing and implementing Service Cloud solutions, which can enhance their career prospects and provide greater value to their organizations.

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Salesforce CRT-261: Certification Preparation for Service Cloud Consultant is a certification exam designed for professionals who are looking to enhance their skills and knowledge in the field of customer service. Certification Preparation for Service Cloud Consultant certification is ideal for individuals who have experience working with Salesforce Service Cloud and are interested in pursuing a career as a Service Cloud Consultant.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q179-Q184):

NEW QUESTION # 179
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Push Notifications
B. Case Feed
C. Omni-channel Supervisor
D. Next Best Actions

Answer: C

Explanation:
Omni-channel Supervisor is a feature that allows managers to monitor the performance and activity of agents and queues in real time. Managers can view metrics such as agent status, workload, capacity, and chat transcripts. Managers can also provide real-time feedback to agents during customer chat sessions by sending private messages or coaching requests. Verified References: Service Cloud Consultant Certification Guide & Tips, Omni-Channel Supervisor Overview

NEW QUESTION # 180
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 an article action for each record 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 page layout for each article type and assign them to each team based on their product specialization
D. Create a data category for each product and assign them to each team bases on their product specialization

Answer: D

NEW QUESTION # 181
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Data Category to assign an article record type to a Reviewer.
B. Approval Process that assigns an Article to a Reviewer Queue.
C. Knowledge Action to Publish an Article once the Article is approved.
D. Validation Rules for article record types to verify all fields during creation.

Answer: B,D

NEW QUESTION # 182
Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.
How should the consultant recommend the report be created?

A. Create a Custom Report type with activities as the primary object.
B. Set up a reporting snapshot of the case, contact and activity objects.
C. Customize the My Teams Calls this week standard report.
D. Build a Summary report on Products and Activities.

Answer: A

Explanation:
Creating a Custom Report type with activities as the primary object is the recommended way to create a report on agents' daily call volume, including related case and contact information. A Custom Report type is a type of report that allows you to select the objects and fields that you want to report on, as well as define the relationships between the objects. By selecting activities as the primary object, you can report on the calls that agents have made or received, as well as filter them by date, duration, or status. By selecting case and contact as related objects, you can report on the details of the cases and contacts that are associated with the calls, such as case number, case owner, contact name, or contact phone number. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Custom Report Types

NEW QUESTION # 183
Which Search mechanism should be used to find Case Comments from within the Lightning Service Console?

A. Global Search
B. Search Utility Component
C. Comment Search Component
D. Comments List View

Answer: A

NEW QUESTION # 184
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