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Pass4sure Service-Cloud-Consultant dumps
Salesforce Certified Service cloud consultant (Service-Con-201)
197 Questions
Pass4sure CRT-261 dumps
Salesforce Certified Service Cloud Consultant (Service-Con-201)
196 Questions
Sample Questions
CRT-261 Sample Question 1
A. Deploy the configured and tested app to production, update the agent's profile to viewthe app and take away access to the old app.
B. Configure the new app in a sandbox. Use a change-set to push the configuration toproduction for testing and training.
C. Deploy the configuration from a sandbox to production during the next Salesforceversion update so the system only goes down once.
D. Configure the new app in developer org and use an unmanaged package to deploy toproduction.
ANSWER : B
CRT-261 Sample Question 2
A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case
ANSWER : B,C
CRT-261 Sample Question 3
A. Knowledge Only User
B. Satesforce
C. WDC Only User
D. Salesforce Platform
ANSWER : A
CRT-261 Sample Question 4
A. No Resource
B. Sequential
C. Independent
D. Auto-Add
ANSWER : C
CRT-261 Sample Question 5
A. Standard Email-to-case
B. On-Domand Emali-to-Case
C. Apex Email Service
D. Web-to-Case forms
ANSWER : B,D
CRT-261 Sample Question 6
Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer
A. Social Customer Service
B. Service Console
C. Messaging
D. Chat
ANSWER : B,C
CRT-261 Sample Question 7
A. Self-service deflects easy cases, leaving more complex cases for agents.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers must spend additional time registering for the portal.
ANSWER : A
CRT-261 Sample Question 8
A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps
ANSWER : D
CRT-261 Sample Question 9
A. Use translation Workbech to localize each Quick Text.
B. Set the Organization-Wide default to Public Ready Only.
C. Share the Folder with Quick text for each language.
D. Share each Quick Text individually to Public Groups.
ANSWER : C
CRT-261 Sample Question 10
A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution
ANSWER : A,B
CRT-261 Sample Question 11
A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package
ANSWER : A
CRT-261 Sample Question 12
A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.
ANSWER : B
CRT-261 Sample Question 13
A. Work order
B. Case
C. Service
D. Entitlement
E. Account
ANSWER : A,B,D
CRT-261 Sample Question 14
A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution.
C. Set up analytical snapshots to capture key case information and create historicaltrending reports.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.
ANSWER : A,D
CRT-261 Sample Question 15
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
ANSWER : C
CRT-261 Sample Question 16
A. Self Service Knowledge
B. Workforce Engagement
C. Incident Management
D. Video Support
ANSWER : C
CRT-261 Sample Question 17
A. Web-to-Case
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules
ANSWER : B
CRT-261 Sample Question 18
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)
A. A knowledge article life cycle that is implemented correctly the first time and does notneed to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution
ANSWER : B,C
CRT-261 Sample Question 19
A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.
ANSWER : A
CRT-261 Sample Question 20
A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service
ANSWER : C
CRT-261 Sample Question 21
A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext.
B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability.
C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.
ANSWER : C
CRT-261 Sample Question 22
A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type
ANSWER : B,C,D
CRT-261 Sample Question 23
A. Customize service channel settings to define how the organization receives work fromvarious
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.
ANSWER : A
CRT-261 Sample Question 24
A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing
ANSWER : C
CRT-261 Sample Question 25
A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.
ANSWER : C
CRT-261 Sample Question 26
A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case
ANSWER : A
CRT-261 Sample Question 27
A. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.
ANSWER : A
CRT-261 Sample Question 28
A. Recent Items set to Account object.
B. History Utility in the Utility bar.
C. Actions & Recommendations component.
D. Screen flow launched from a global action.
ANSWER : B
CRT-261 Sample Question 29
A. Email-to-case
B. Social Customer Service
C. Chat
D. Web-to-case
ANSWER : A
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