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100% Pass Quiz Salesforce - Professional CRT-261 - Certification Preparation for Service Cloud Consultant Reliable Test Cram

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To prepare for the Salesforce CRT-261 Exam, candidates should have a strong understanding of the Service Cloud platform and its features. They should also have experience in implementing and configuring the Service Cloud platform for their organization. Candidates can utilize a range of resources to prepare for the exam, including online courses, study guides, and practice exams.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q15-Q20):

NEW QUESTION # 15
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Web-to-Case
B. Case Assignment Rules
C. Emebedded Chat Service
D. Customer Community

Answer: C

Explanation:
Explanation
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5

NEW QUESTION # 16
universal containers has regional contact centers around the world. Support Managers have asked to see support metrics for their region by default.
Which two strategies should a consultant recommend?

A. Case Object permissions set to create and read
B. Org wide default for cases set to private
C. Dynamic dashboards
D. Dashboad folder sharing

Answer: C,D

Explanation:
Explanation
These are two strategies that a consultant should recommend to enable support managers to see support metrics for their region by default. Dashboard folder sharing is a strategy that allows administrators to control the visibility and access of dashboards by placing them in folders and setting the sharing settings for each folder. Dashboard folder sharing can help create different dashboards for each region and share them with the respective support managers. Dynamic dashboards are a type of dashboards that display data according to the security settings of the user who is viewing it. Dynamic dashboards can help show support metrics for each region based on the user's role or profile. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.dashboards_folder_sharing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.dashboards_dynamic.htm&type=5

NEW QUESTION # 17
Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A. Import the records and create a workflow rule to change the data type.
B. Standardize all rows to match Salesforce data types.
C. Install the Data Quality Analysis Dashboards from the AppExchange.
D. Deduplicate the data before importing into Salesforce,
E. Import the records and use Duplicate Management.

Answer: B,C,D

Explanation:
Explanation
These are three best practices that should be used when importing partner data in Excel format into existing Salesforce Date, Number, and Text fields. Standardizing all rows to match Salesforce data types will ensure that the data is compatible and consistent with the Salesforce fields. Deduplicating the data before importing into Salesforce will prevent creating duplicate records and violating unique constraints. Installing the Data Quality Analysis Dashboards from the AppExchange will help monitor and improve the quality of the imported data. Verified References: : https://help.salesforce.com/s/articleView?id=sf.importing.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.data_quality_dashboard.htm&type=5

NEW QUESTION # 18
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

A. Adds an activity or sends an email from the case record
B. Reads the case
C. Adds a related comment to the case
D. All of the above
E. Edits the case

Answer: E

NEW QUESTION # 19
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Enable Assistance Flag Configuration setting.
B. Create a blocking rule.
C. Enable Sneak Peek Configuration setting.
D. Create sensitive data rules.

Answer: B

Explanation:
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat

NEW QUESTION # 20
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