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CRT-261 new questions & CRT-261 dumps VCE & CRT-261 dump collection

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The Salesforce CRT-261 Exam measures the knowledge and skills of the candidate in various areas such as Service Cloud capabilities, design considerations, implementation strategies, data management, and analytics. The candidates are tested on their understanding of how to design and implement a Service Cloud solution that meets customer needs by using various Salesforce products and tools.

To prepare for the CRT-261 exam, candidates can leverage a variety of resources provided by Salesforce, such as the official study guide, training courses, and practice exams. These resources can help candidates understand the exam topics in depth and prepare them for the types of questions they will encounter on the exam. Additionally, candidates can join online communities and engage with other professionals who are also preparing for the exam to share knowledge and best practices.

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Salesforce is a cloud-based customer relationship management (CRM) platform that has become the go-to solution for businesses of all sizes. With its powerful tools for sales, marketing, and customer service, Salesforce has revolutionized the way companies interact with their customers. The Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Certification Exam is designed to test the skills and knowledge of professionals who work with the Service Cloud, the customer service component of the Salesforce platform.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q157-Q162):

NEW QUESTION # 157
Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A. Use the Lightning Knowledge Migration Tool and choose 'include files'.
B. Use the Files Related List on each article to add files to your articles.
C. Upload the files as Documents, then relate them to the migrated Articles.
D. Post the Files to the Chatter Feed on each Article.

Answer: C

NEW QUESTION # 158
Universal Containers has a category of cases that cannot be solved by a single agent and instead requires a team of experts to triage and resolve the issue. The support manager is interested in solutions that allow the team of experts to collaborate on these cases.
Which option should the consultant recommend so experts can collaborate in real time?

A. Implement Skills-Based Routing to assign the case to experts.
B. Use Email-to-Case to send an email to experts so they can use email threads.
C. Add experts to an integrated Slack channel.

Answer: C

Explanation:
Integrating a Slack channel for experts to collaborate on complex cases provides a real-time communication platform that supports quick exchange of ideas, files, and updates. This solution fosters teamwork and enables faster resolution of issues that require input from multiple experts.

NEW QUESTION # 159
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 workflow email alert to send 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 macro to send an email with the article to the customer.

Answer: C

Explanation:
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates

NEW QUESTION # 160
Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
Which benefit can be expected from KCS adoption?

A. Reduced administrative overhead
B. Reduced issue resolution time
C. Reduced need for self-service

Answer: B

Explanation:
Knowledge-Centered Support (KCS) focuses on integrating knowledge creation and maintenance into the problem-solving process. By adopting KCS, organizations can expect a reduction in issue resolution time as service agents have quicker access to solutions and knowledge articles, enabling faster responses to customer inquiries and issues.

NEW QUESTION # 161
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Approval Process
B. Auto-Add Milestones
C. Cross-Object Formula
D. Lookup Filter

Answer: D

NEW QUESTION # 162
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