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Salesforce CRT-261 certification exam is a must-have for professionals who want to advance their careers in the customer service industry. Earning this certification not only validates their knowledge and skills but also enhances their credibility and marketability in the job market. Moreover, it opens up new career opportunities such as service cloud consultant or service cloud architect.
Preparing for the Salesforce CRT-261 exam requires a significant investment of time and effort. Candidates must have a thorough understanding of the Salesforce platform and its various features and functions, as well as a deep knowledge of service cloud implementation best practices. Many candidates choose to enroll in formal training courses or study programs to prepare for the exam, while others opt for self-study using online resources and practice exams. Regardless of the preparation method, passing the Salesforce CRT-261 Exam is a significant achievement that can open doors to new career opportunities and professional advancement.
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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q28-Q33):
NEW QUESTION # 28
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 Files Related List on each article to add files to your articles.
- B. Post the Files to the Chatter Feed on each Article.
- C. Upload the files as Documents, then relate them to the migrated Articles.
- D. Use the Lightning Knowledge Migration Tool and choose 'include files'.
Answer: A
NEW QUESTION # 29
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Define Case Auto-Response Rules.
- B. Establish Case Assignment Rules.
- C. Configure Case Escalation Rules.
- D. Create a Process Builder with Scheduled Actions.
Answer: C
NEW QUESTION # 30
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Implement Salesforce Knowledge on a portal.
- C. Enable service contracts and entitlements.
- D. Leverage Live Agent for web-based chat.
Answer: B,D
NEW QUESTION # 31
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers
- A. The report is a Summary or Matrix report.
- B. The report is shared with a Chatter Group.
- C. The report contains a chart.
- D. The report chart is added to the Page Layout.
- E. The report has a standard Report Type.
Answer: A,C,D
NEW QUESTION # 32
Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?
Choose 2 answers
- A. Use Assignment rules and case queues.
- B. Set up Email-to-Case.
- C. Simplify the interactive voice response (IVR) tree.
- D. Add additional agents to lower average hold time.
Answer: C,D
NEW QUESTION # 33
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