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Salesforce CRT-261 (Certification Preparation for Service Cloud Consultant) Certification Exam is designed for professionals who want to demonstrate their expertise in the Service Cloud and customer service domain. Certification Preparation for Service Cloud Consultant certification exam assesses the knowledge and skills required to implement and configure Service Cloud solutions that meet customer requirements. Professionals who pass the CRT-261 Exam are recognized as Service Cloud Consultants and are expected to have a deep understanding of Salesforce Service Cloud functionality, including case management, knowledge management, and contact center solutions.

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Salesforce CRT-261 Certification Exam is a comprehensive exam that covers a wide range of topics related to Salesforce Service Cloud. CRT-261 exam covers topics such as Service Cloud architecture, case management, knowledge management, contact center automation, and analytics. CRT-261 Exam also covers topics related to Salesforce integrations, including integrations with third-party applications and systems.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q153-Q158):

NEW QUESTION # 153
What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A. Customize the Pre-chat form.
B. Configure a Live Chat Validation Rule.
C. Configure Lightning Guided Engagement.
D. Customize the Lightning Console chat page.

Answer: A

Explanation:
Explanation
Customizing the Pre-chat form is the recommended approach to ensure that Live Agent chat requests contain enough information for reps to effectively respond. A Pre-chat form is a form that customers fill out before starting a chat session with an agent. The form can collect information such as the customer's name, email address, phone number, reason for chat, or any other custom fields. The information from the Pre-chat form can be used to create or update records in Salesforce, such as contacts, cases, or leads. The information can also be displayed to the agent in the Service Console, so they can have more context about the customer and their issue. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Pre-Chat Forms

NEW QUESTION # 154
What are three best practices that should be used when deploying Salesforce functionality to production?
Choose 3 answers

A. Ensure all users refrain from logging into production for an entire day prior to deployment.
B. Ensure that at least 60% of the code is covered by unit tests before deploying to production.
C. Select a window of time when users will NOT be making changes to the organization.
D. Migrate a test deployment to a staging environment for a smoother real-life experience.
E. Plan and communicate the deployment to all users of the organization in advance.

Answer: C,D,E

Explanation:
These are three best practices that should be used when deploying Salesforce functionality to production.
Planning and communicating the deployment to all users of the organization in advance will help avoid confusion and disruption, as well as ensure user adoption and feedback. Selecting a window of time when users will NOT be making changes to the organization will prevent data loss, conflicts, and errors during the deployment process. Ensuring all users refrain from logging into production for an entire day prior to deployment will minimize the risk of overwriting or corrupting the deployed functionality. Verified References: : https://trailhead.salesforce.com/en/content/learn/modules/application-lifecycle-and- development-models/plan-and-prepare-for-deployments : https://trailhead.salesforce.com/en/content/learn
/modules/application-lifecycle-and-development-models/deploy-changes-to-production

NEW QUESTION # 155
Universal Containers has implemented KCS. Specific article types and categories require approval, both the Publish Articles action button and the Submit for Approval button are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the approval process?

A. A Process Builder
B. Workflow
C. Validation rule
D. Assignment rule

Answer: A

NEW QUESTION # 156
Universal Containers wants to allow customers to send messages to agents in Service Console via their preferred mobile app.
Which feature should a consultant recommend?

A. Einstein Bots
B. Messaging
C. OmniStudio

Answer: B

Explanation:
To enable customers to send messages via their preferred mobile app to agents in the Service Console, the "Messaging" feature in Salesforce is recommended. This feature integrates various messaging platforms with the Service Cloud, allowing agents to communicate with customers through their preferred channels, enhancing customer experience and engagement.

NEW QUESTION # 157
Cloud Kicks uses the Service Console and work items to route cases to available agents.
Service agents need a way to see work they have accepted and incoming items. Which feature should a Service Cloud consultant recommend?

A. Actions & Recommendations component
B. Personalised navigation menu
C. Global Shared Macro
D. Omni-Channel Utility widget

Answer: D

Explanation:
The Omni-Channel Utility widget is a component that can be added to the Service Console to allow agents to see their work status, accept incoming work items, and view their work queue. The widget also displays notifications and alerts for agents when they receive new work or when their status changes. Verified References: : Omni-Channel Utility Widget

NEW QUESTION # 158
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