CRT-261 study materials: Certification Preparation for Service Cloud Consultant & CRT-261 test simulate material

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To prepare for the Salesforce CRT-261 exam, candidates should have a deep understanding of Salesforce Service Cloud and its various features and functionalities. They should also have practical experience in implementing Service Cloud solutions and be familiar with the best practices and design patterns used in the industry. Salesforce offers a range of resources to help candidates prepare for the exam, including online training courses, study guides, and practice exams.

Salesforce CRT-261 exam consists of 60 multiple-choice questions that need to be completed within 105 minutes. Candidates who pass the exam will be awarded the Salesforce Certified Service Cloud Consultant certification. Certification Preparation for Service Cloud Consultant certification is valid for two years and can be renewed by completing further training or by taking a recertification exam. Salesforce Certified Service Cloud Consultants are highly sought-after professionals, and the certification can open up a wide range of career opportunities.

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Salesforce CRT-261 exam is designed for professionals who want to become certified service cloud consultants. Certification Preparation for Service Cloud Consultant certification is a globally recognized standard for demonstrating expertise in the Salesforce platform and its related services. CRT-261 exam is intended for individuals who have experience working with the Salesforce platform and who want to expand their knowledge of it in the context of service cloud implementation and management.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q191-Q196):

NEW QUESTION # 191
universal containers wants to unify channels and manage agent workload with omni-channel routing.what required step should a consultant address before configuring omni channel ?what required step should a consultant address before configuring omni channel ?

A. customize service channel settings to define how the org receives work various sources
B. Create SF cases to have omni channel enabled
C. From setup select omnichannel and select enable omni channel
D. create the necessary objects in SF

Answer: A

Explanation:
Explanation
Customizing service channel settings to define how the org receives work from various sources is a required step that the consultant should address before configuring Omni-channel. Service channels are settings that allow administrators to specify how different types of work items, such as cases, chats, or leads, are routed and handled by Omni-channel. Service channels need to be defined and enabled before setting up routing configurations and rules for Omni-channel. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.omnichannel_service_channels.htm&type=5

NEW QUESTION # 192
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A. Import records and cretae a a worflow rule to change the data type
B. Standardize all rows to match salesforce data types
C. Deduplicate the data before importing into SF
D. Install data quality analysis dashboards from the appexchange
E. Import the records and use duplicate management

Answer: B,C,D

Explanation:
Explanation
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields.
Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5

NEW QUESTION # 193
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Enable Sneak Peek Configuration setting.
B. Create a blocking rule.
C. Create sensitive data rules.
D. Enable Assistance Flag Configuration setting.

Answer: B

Explanation:
Explanation
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat

NEW QUESTION # 194
Universal Containers (UC) created a new mobile app that enables customers to place orders and track fulfillment. UC wants to quickly embed customer service into the new mobile app. Which two features should be added to meet this requirement? Choose 2 answers

A. Salesforce Knowledgebase
B. Service Cloud SOS
C. Chatter Groups
D. Field Service Lightning

Answer: B,D

NEW QUESTION # 195
Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.
How should this be implemented?
Choose 2 answers

A. Article Record Types must be created before the import.
B. Article Record Types will be created as part of the import.
C. Multiple Article Record Types can be imported in the same CSV.
D. Each Article Record Type must be in a separate CSV.

Answer: A,D

Explanation:
Explanation
Article record types are record types that define different types of articles in Lightning Knowledge, such as FAQs, How-Tos, Policies, etc. They determine which fields, page layouts, and actions are available for each article type. To import an external knowledge base to Lightning Knowledge using the Knowledge Importer, you need to create article record types before the import and have each article record type in a separate CSV file. The CSV file name must match the article record type name exactly. Verified References: [Import Articles into Lightning Knowledge]

NEW QUESTION # 196
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