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Reliable CRT-261 Exam Braindumps - Pass Guaranteed CRT-261 - First-grade Knowledge Certification Preparation for Service Cloud Consultant Points

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The Salesforce CRT-261 exam has a variety of topics, including designing and implementing Service Cloud solutions, managing Service Cloud environments, and optimizing and improving Service Cloud performance. These topics are crucial for service cloud professionals to master, as they will be required to implement, manage and optimize Salesforce Service Cloud solutions for their clients or organizations. CRT-261 exam is designed to test the candidate's ability to apply these concepts in real-world scenarios and use cases.

Salesforce CRT-261 Certification Exam is a challenging test that requires extensive knowledge of the Service Cloud platform. It covers a range of topics including case management, knowledge management, service console, service cloud automation, and reporting and analytics. CRT-261 exam is divided into two sections, with the first section consisting of 60 multiple-choice questions and the second section consisting of five scenario-based questions.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q196-Q201):

NEW QUESTION # 196
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

A. Create a macro to send an email with the article to the customer.
B. Create an auto-response rule to send the article to the customer.
C. Create a Lightning email template to send the article to the customer.
D. Create a workflow email alert to send the article to the customer.

Answer: C

NEW QUESTION # 197
What process is a use case for Visual workflow? Choose 3 answers

A. Field validation during case creation
B. Assignment of email to a case queue based on subject
C. Decision-based troubleshooting for representatives
D. Cross-self promotions for representatives
E. Caller verification and creation of a new case

Answer: A,C,E

NEW QUESTION # 198
The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A. Use a data tool to update the owner field on closed cases.
B. Create a case assignment rule to ensure cases are owned by a user when closed.
C. Create a Process Builder and Flow to change the owner on closed cases.
D. Create a case validation rule to ensure cases are owned by a user when closed.

Answer: A,B

Explanation:
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria.
You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk. Verified References: [Case Assignment Rules] and [Data Tools]

NEW QUESTION # 199
Which configuration item must be created when implementing Lightning Knowledge?

A. Record Types
B. Article Types
C. Attachment Types
D. File Types

Answer: A

NEW QUESTION # 200
Universal containers customer support management wants to provide proactive communication to customers who are likely to provide low customers satisfaction (CSAT) scores. What customer-related metric should the customer support management analyze? Choose 2 Answers

A. High priority cases opened by account month to date
B. Time spent by account year to date
C. New cases opened by the account channel
D. Escalated cases by account month to date

Answer: A,D

NEW QUESTION # 201
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