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Salesforce CRT-261: Certification Preparation for Service Cloud Consultant is a certification exam designed to evaluate the knowledge and skills of the candidates in the field of Service Cloud. CRT-261 Exam is aimed at professionals who are involved in the implementation of Service Cloud solutions in their organizations. Certification Preparation for Service Cloud Consultant certification confirms that the candidate has a thorough understanding of the various concepts and tools related to Service Cloud.

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These are following steps for registering the CRT-261 exam.Step 1: Visit Webassessor Exam RegistrationStep 2: Signup/Login to WebassessorStep 3: Select the onsite proctored or online proctored delivery method of Certification ExamStep 4: Select Date, time and confirm with a payment method

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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) certification exam is designed to test the knowledge and skills of professionals who are interested in becoming Service Cloud Consultants. Certification Preparation for Service Cloud Consultant certification validates the expertise required to design and implement Service Cloud solutions that meet customer business requirements.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q174-Q179):

NEW QUESTION # 174
Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

A. Partner Community
B. Company Community
C. Customer Community
D. Employee Community

Answer: C

NEW QUESTION # 175
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. Apex Trigger
B. Article Translation
C. Approval Process
D. Smart Links

Answer: C

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 # 176
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Configure a Visual Flow Troubleshooting Action
B. Define separate Record Types for Tier 1 and Tier 2
C. Enable Omni-Channel Case assignment
D. Implement Lightning Guided Engagement

Answer: D

Explanation:
Explanation
Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner.
Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement

NEW QUESTION # 177
Milestones can be added to which two Object types?
Choose 2 answers

A. Work Order
B. Last
C. Account
D. Case

Answer: A,D

Explanation:
These are two object types that milestones can be added to. Milestones are time-dependent actions that need to be completed within a certain period to achieve service level agreements (SLAs). Milestones can be added to work orders or cases using entitlement processes, which are timelines that include multiple milestones for each work order or case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
entitlements_milestones_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
entitlements_process_overview.htm&type=5

NEW QUESTION # 178
Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle security-related issues have complained that case records are being routed to them incorrectly.
What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A. Open the relevant record being routed.
B. Debug Omni-Channel routing from Setup.
C. Open the Omni-Channel Supervisor tab.

Answer: C

Explanation:
To validate that Omni-Channel routing is functioning correctly, especially when agents report incorrect case routing, the first step should be to open the Omni-Channel Supervisor tab. This tool provides real-time visibility into the routing and handling of work items, allowing consultants to monitor and troubleshoot routing configurations and ensure that cases are directed to the appropriate agents based on predefined criteria.

NEW QUESTION # 179
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