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Salesforce CRT-261 certification exam is an excellent way for professionals to demonstrate their expertise in designing and implementing Service Cloud solutions. By covering a range of topics and testing candidates' ability to design and implement a Service Cloud solution, this certification provides a comprehensive measure of a candidate's knowledge and skills. Obtaining this certification can help professionals advance their careers and demonstrate their commitment to ongoing learning and professional development.

Salesforce CRT-261 exam covers various topics, including case management, contact center analytics, knowledge management, and service console customization. CRT-261 exam also evaluates the candidate's ability to design and implement Service Cloud solutions that meet the business requirements of their organizations. CRT-261 Exam consists of 60 multiple-choice questions, and the candidate is required to complete the exam within 105 minutes.

Salesforce CRT-261 Exam is a multiple-choice exam consisting of 60 questions that must be completed within 105 minutes. CRT-261 exam is available in English and Japanese and can be taken online or in person at a testing center. To pass the exam, candidates must achieve a minimum score of 68%. Those who pass the exam will receive the Salesforce Certified Service Cloud Consultant credential, which is recognized globally and demonstrates a high level of expertise in Salesforce Service Cloud implementation. Overall, the CRT-261 Exam is a challenging and comprehensive exam that tests the skills and knowledge required to become a successful Salesforce Service Cloud Consultant.

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q164-Q169):

NEW QUESTION # 164
A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....
Which configuration option should be verified?

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

Answer: C

Explanation:
Explanation
Verifying that users are assigned the Chat feature license is the configuration option that should be verified if agents cannot see the Chat footer component in the Service Console. A Chat feature license is a type of license that enables users to access Chat functionality, such as initiating, receiving, transferring, or ending chat sessions, sending quick texts or files, or viewing chat reports. Users must have a Chat feature license assigned to their user record in order to use Chat in the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Assign Chat Licenses

NEW QUESTION # 165
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?

A. Assign the Service User license to their User record.
B. Assign the app to the User profile.
C. Assign a permission set granting the Service User license.

Answer: B

Explanation:
Assigning the Service Console application to the User profile ensures that users within specific profiles have access to the appropriate console based on their role and responsibilities. This configuration allows for a customized experience, ensuring that technical support and general customer service teams have access to the tools and information relevant to their unique workflows.

NEW QUESTION # 166
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?

A. Add the Suggested Article widget to the Case page layout.
B. Add the Knowledge tab to the Console app.
C. Create email templates with Knowledge Articles attached.
D. Add the Knowledge Component to the Service Console.

Answer: D

NEW QUESTION # 167
The VP of Service at Universal Containers wants to make it easier and faster for support reps to send knowledge articles to the customer.
What should a consultant configure to satisfy this request?

A. Create a workflow email alert to send the article to the customer.
B. Create an auto-response rule to send the article to the customer.
C. Create a macro to send an email with the article to the customer.
D. Create a Lightning email template to send the article to the customer.

Answer: D

Explanation:
Explanation
A Lightning email template is a type of email template that can be used to create and send emails from Salesforce. A Lightning email template can include merge fields, images, links, and other formatting options.
A Lightning email template can also include a knowledge article as an attachment or a link. A consultant can configure a Lightning email template to send the article to the customer by selecting the Knowledge Article option in the template editor and choosing the article to include. The agent can then use the template to send an email with the article to the customer from the case record page or the Service Console. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Lightning Email Templates

NEW QUESTION # 168
Universal Containers wants to implement Knowledge to assist agents with the resolution of cases.
Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article customization for open cases.
B. Enable suggested articles on new cases.
C. Enable agents to create their own personal articles.
D. Enable article submission during case close.
E. Create an email template to send articles as PDF attachments.

Answer: B,D,E

NEW QUESTION # 169
......

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