FANTASTIC SALESFORCE STUDY CRT-261 DUMPS ARE LEADING MATERIALS & AUTHORIZED CRT-261: CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT

Fantastic Salesforce Study CRT-261 Dumps Are Leading Materials & Authorized CRT-261: Certification Preparation for Service Cloud Consultant

Fantastic Salesforce Study CRT-261 Dumps Are Leading Materials & Authorized CRT-261: Certification Preparation for Service Cloud Consultant

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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.

To prepare for the CRT-261 Exam, candidates can leverage a variety of resources provided by Salesforce, such as the official study guide, training courses, and practice exams. These resources can help candidates understand the exam topics in depth and prepare them for the types of questions they will encounter on the exam. Additionally, candidates can join online communities and engage with other professionals who are also preparing for the exam to share knowledge and best practices.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q43-Q48):

NEW QUESTION # 43
Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case.
What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

  • A. Actions & Recommendations component
  • B. Activity analytics tab
  • C. Case History related list

Answer: A

Explanation:
To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions & Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.


NEW QUESTION # 44
Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

  • A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
  • B. Enable the Knowledge sidebar setting in the case support settings.
  • C. Create a Visualforce page called Knowledge sidebar on the case page layout.
  • D. Enable the Knowledge sidebar related list on the case page layout.

Answer: C


NEW QUESTION # 45
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 separate data category groups for each division and assign the category to a division profile.
  • B. Create a sharing rule for each division to provide access using the role hierarchy.
  • C. Create a sharing rule for each division to provide access based on criteria of the article.
  • D. Create a single data category group for each division and provide access using the role hierarchy.

Answer: D

Explanation:
Explanation
Data categories are a way to classify and organize your knowledge articles based on criteria such as products, topics, or audiences. You can create data category groups to define the top-level categories for your articles, and then create subcategories within each group. You can also control which users can access which categories based on their roles or permission sets. To meet the requirement of Universal Containers, you can create a single data category group for each division and assign the categories to the roles that belong to that division.
This way, each division will only see its own articles when performing a search. Verified References: Data Categories


NEW QUESTION # 46
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

  • A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
  • B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first- call resolution.
  • C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
  • D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Answer: D

Explanation:
Creating a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution is the reporting solution that a consultant should recommend to measure first-call resolution by call center location, agent, and calendar month. A matrix report is a type of report that allows you to group and summarize data by both rows and columns. A matrix report can be used to create a table that shows the first- call resolution rate for each combination of call center location, agent, and calendar month. A matrix report can also be used to apply filters, formulas, charts, or conditional highlighting to analyze the data more effectively. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Matrix Reports


NEW QUESTION # 47
Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

  • A. The VP of service
  • B. The dashboard viewer
  • C. Let the dashboard viewers choose
  • D. The user creating the dashboard

Answer: B

Explanation:
The dashboard viewer is the recommended running user to meet the requirements of standardizing the service KPIs for response time and first case closure rates. The dashboard viewer is a setting that allows the dashboard to display data according to the security settings of the user who is viewing it. This means that each user will see the same KPIs calculated using only the data they can access. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.dashboards_running_user.htm&type=5 : https://help.salesforce.com/s
/articleView?id=sf.dashboards_dynamic.htm&type=5


NEW QUESTION # 48
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