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Salesforce CRT-261 Exam is a proctored, computer-based exam that consists of 60 multiple-choice questions that must be completed within 105 minutes. CRT-261 exam is divided into five sections, each covering a specific area of Service Cloud. These sections include Case Management, Contact Center Analytics, Service Console Customization, Field Service Management, and Service Cloud Automation. To pass the exam, candidates must score at least 68% or higher.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q49-Q54):

NEW QUESTION # 49
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?

A. Verify that users are assigned the chat user profile.
B. Verify that users are assigned the chat feature license.
C. Verify that users have access to the chat public group.
D. Verify that users have access to the chat buttons.

Answer: B

NEW QUESTION # 50
The Universal Containers (UC) customer support organization has implemented Knowledge-Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often.
What should UC do to address this situation?

A. Measure and reward agents based on the number of new articles approved for publication.
B. Measure and reward agents based on the number of new articles submitted for approval.
C. Require agents to check a box on the case when submitting a new suggested article.

Answer: A

Explanation:
To encourage agents to contribute more frequently to the Knowledge base, implementing a system to measure and reward agents based on the number of their articles approved for publication is recommended. This incentivizes quality contributions and ensures that new content meets the organization's standards before being added to the Knowledge base.

NEW QUESTION # 51
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Define case auto-response rules.
B. Estabalish case assignment rules.
C. Configure case escalation rules.
D. Use Flow Builder to create a flow with scheduled path.

Answer: C

NEW QUESTION # 52
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A. Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.
B. Prepare a single .csv file that can be used to migrate all article types at once and include with a properties file in a.zip for import
C. Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.
D. Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

Answer: A

Explanation:
Explanation
Ensuring that each existing article type has a corresponding knowledge article type that matches its structure and content is a factor that a consultant should consider as part of the migration strategy for Knowledge articles. An article type is a template that defines the layout, fields, and data categories for an article. An article type can be customized to suit different types of content or audiences. When migrating articles from an external database to Salesforce Knowledge, it is important to ensure that there is a matching article type for each existing article type in Salesforce Knowledge, so that the articles can be imported without losing any information or formatting. Verified References: [Service Cloud Consultant Certification Guide & Tips], Article Types Overview

NEW QUESTION # 53
A recent work task entiys sVa service center rtviaUd that service agents perform the same steps when closing a case and sending a survey through email. These steps take around l minute per case. With minions of cases closed each year, it is important to improve the efficiency of this operation.
What are two recommended Service Ctoud features that work togethe' to improve the process' Choose 2 answers

A. Email Temp ates
B. Global Quick Action
C. Quick Text
D. Macros

Answer: A,D

Explanation:
Explanation
These are two Service Cloud features that work together to improve the process of closing a case and sending a survey through email. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when closing a case and sending a survey through email. Email Templates are tools that allow administrators to create predefined email messages that can be used for common purposes, such as sending surveys or confirmations.
Email Templates can help ensure consistent and professional communication with customers. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_macros_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.email_templates_overview.htm&type=5

NEW QUESTION # 54
......

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