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Salesforce Certification Preparation for Service Cloud Consultant CRT-261 Dumps in PDF

Free Salesforce CRT-261 Real Questions (page: 5)

CRT-261 PDF — 258 Questions

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case.
Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

  1. Omni-Channel
  2. Publisher Actions
  3. Macros
  4. Quick Text
  5. Chatter

Answer(s): B,C,D



Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submit a case if they need more information.
What should the consultant recommend to meet the requirements?

  1. Allow Comments on Knowledge articles.
  2. Implement Case Assignment Rules.
  3. Enable Chat in an Experience Cloud site.
  4. Create a self-service Help Center.

Answer(s): D



Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third- party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and execute reports with the ability to "Run as specified user.
What is the recommended Experience Cloud license to meet the requirements?

  1. Service Cloud Portal
  2. Customer Community Login
  3. High Volume Customer Portal
  4. Partner Community Login

Answer(s): A



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?

  1. Customize service channel settings to define how the organization receives work from various
  2. Create a Salesforce Case to have Omni-Channel enabled.
  3. Create the necessary objects in Salesforce.
  4. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Answer(s): D



To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?

  1. Add the Knowledge related list to the Case record page.
  2. Add the Knowledge tab to the Service Console.
  3. Add Knowledge Data Categories to each Case.
  4. Add the Knowledge Component to the Case record page.

Answer(s): D



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