CRT-261 Vce File | CRT-261 Study Plan

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To prepare for the Salesforce CRT-261 exam, candidates can take advantage of various study materials available online, including self-paced training modules, practice exams, and study guides. Additionally, Salesforce offers instructor-led training, which covers all the topics included in the certification exam. By investing time and effort in preparing for the exam, candidates can acquire the skills and knowledge necessary to pass the Salesforce CRT-261 Exam and earn the Salesforce Certified Service Cloud Consultant certification.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q48-Q53):

NEW QUESTION # 48
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?

A. Use Open CTI with Pop to flow to capture details.
B. Use an auto-launched flow to capture details.
C. Use a global quick action to capture details.
D. Use a new customer Path on Contact to capture details.

Answer: B

Explanation:
Explanation
Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call. Verified References: Service Cloud Consultant Certification Guide
& Tips, Create an Auto-Launched Flow

NEW QUESTION # 49
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A. Create a sharing rule for each division to provide access based on criteria of the article.
B. Create separate data category groups for each division and assign the category to a division profile.
C. Create a single data category group for each division and provide access using the role hierarchy.
D. Create a sharing rule for each division to provide access using the role hierarchy.

Answer: C

NEW QUESTION # 50
Cloud Kicks (CK) provides varying levels of support based on the customer's Service Contract. For customer with a Gold Service Contract, agents must provide a response to each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

A. Independent
B. No Resource
C. Auto-Add
D. Sequential

Answer: A

Explanation:
Independent is the recommended Milestone Recurrence Type to meet the requirements, because it allows CK to create a milestone that recurs every time a customer contacts them, regardless of whether the previous milestone was completed or not. Independent recurrence type ensures that each customer contact has a 24- hour response time milestone, and that any violation of the milestone is tracked separately. Verified References: : Milestone Recurrence Types

NEW QUESTION # 51
Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers

A. Approval process history migrate to Lightning Knowledge.
B. Article numbers change during migration.
C. Attachments and .html files in Classic Knowledge are moved to the Files object.
D. Visualforce pages refer to Classic article types.
E. Each article must be associated to a record type.

Answer: A,C,E

NEW QUESTION # 52
Universal Container's agent's need to be more productive when cases. Agent want to send email to customers prior to violating an SLA based on three different SLA levels using macros.
What two solutions can a consultant suggest to meet the agent's requirements?
Choose 2 answers

A. Create a formula to build the macro logic around
B. Add conditional logic to the instructions
C. Add a formula block to the macro
D. Add multiple ELSE IF blocks after the IF block

Answer: B,C

Explanation:
Adding conditional logic to the instructions and adding a formula block to the macro are solutions that a consultant can suggest to meet the agent's requirements of sending email to customers prior to violating an SLA based on three different SLA levels using macros. These solutions can help create macros that perform different actions based on different criteria, such as the SLA level of the case. For example:
* Adding conditional logic to the instructions is a solution that involves using IF and ELSE statements to control when to execute certain actions in a macro. Conditional logic can be used to create a macro that checks the SLA level of the case and sends an appropriate email template based on the SLA level. For example, if the SLA level is Gold, send an email template with a high priority message; else if the SLA level is Silver, send an email template with a medium priority message; else, send an email template with a low priority message.
* Adding a formula block to the macro is a solution that involves using formulas to calculate values or perform logic in a macro. Formula blocks can be used to create a macro that calculates the time remaining before the SLA violation and inserts it into the email body using quick text. For example, use a formula block to subtract the current date and time from the SLA violation date and time, and format the result as hours and minutes. Then use quick text to insert the result into the email body.
Verified References: [Service Cloud Consultant Certification Guide & Tips], Add Logic to Macros, Use Formulas in Macros

NEW QUESTION # 53
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q48-Q53):

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