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Pass4sure CRT-261 dumps
Salesforce Certified Service cloud consultant (WI25)
198 Questions
Pass4sure Service-Cloud-Consultant dumps
Salesforce Certified Service cloud consultant (WI25)
177 Questions
Sample Questions
Service-Cloud-Consultant Sample Question 1
A. Einstein Bots
B. Messaging for Web
C. AppExchange package
ANSWER : B
Service-Cloud-Consultant Sample Question 2
A. Slack Connect
B. Service GPT
C. Einstein Bots
ANSWER : C
Service-Cloud-Consultant Sample Question 3
A. The report must be used on a Dashboard.
B. The report must have a standard Report Type.
C. The report must contain a chart.
ANSWER : C
Service-Cloud-Consultant Sample Question 4
A. Create a report using Grouping.
B. Create a reporting snapshot.
C. Create a joined report.
ANSWER : C
Service-Cloud-Consultant Sample Question 5
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency
A. Average Handle Time
B. Reduced Call Volume
C. Total Open Cases
ANSWER : A
Service-Cloud-Consultant Sample Question 6
A. Total Emails Sent
B. Call Abandonment
C. After Conversation Work Time
ANSWER : C
Service-Cloud-Consultant Sample Question 7
A. Flow with notifications
B. Reports and dashboards
C. Approval process
ANSWER : C
Service-Cloud-Consultant Sample Question 8
A. Email-to-Case
B. AppExchange package
C. Web-to-Case
ANSWER : A
Service-Cloud-Consultant Sample Question 9
A. Remove the phone number from the page layout.
B. Use Dynamic Forms to hide the phone number.
C. Set the Contact Do Not Call field value to True.
ANSWER : C
Service-Cloud-Consultant Sample Question 10
A. Create two custom mobile apps, one for Apple and the other for Android.
B. Explain that community users can access the site through a web browser.
C. Use Salesforce Mobile Publisher to create a common app for both Apple and Android.
ANSWER : C
Service-Cloud-Consultant Sample Question 11
A. Create a Case Macro.
B. Create a Validation Rule.
C. Create an action on Case,
ANSWER : A
Service-Cloud-Consultant Sample Question 12
A. Data Category Visibility of All Categories provides Public Read-Only access.
B. Data Category Visibility of Custom overrides organization-wide default sharing access.
C. Data Categories no longer control access to articles.
ANSWER : C
Service-Cloud-Consultant Sample Question 13
A. Keyboard shortcuts
B. Quick text
C. Custom macros
ANSWER : A
Service-Cloud-Consultant Sample Question 14
A. Knowledge articles with the most revisions
B. Knowledge articles with the highest ratings
C. Number of Knowledge articles attached to Cases
ANSWER : C
Service-Cloud-Consultant Sample Question 15
A. Approval Processes
B. Support Types
C. Support Processes
ANSWER : C
Service-Cloud-Consultant Sample Question 16
A. Incident Management
B. Workforce Engagement
C. Field Service Management
ANSWER : A
Service-Cloud-Consultant Sample Question 17
A. Configure a Case list view filtered by My Cases.
B. Configure a Case related list on the Product page layout.
C. Configure a Case list view filtered by My Case Teams.
ANSWER : C
Service-Cloud-Consultant Sample Question 18
A. Macros
B. Quick action
C. Flow
ANSWER : A
Service-Cloud-Consultant Sample Question 19
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
ANSWER : B
Service-Cloud-Consultant Sample Question 20
A. Entitlement processes, contract line items, milestone, and entitlements
B. Entitlement processes, milestones, milestone actions, and entitlements
C. Entitlement processes, contracts, contract line items, and entitlements
ANSWER : B
Service-Cloud-Consultant Sample Question 21
A. Develop a globally-shared macro to create a new article.
B. Use a trigger to automatically create a new article.
C. Create a Quick Action to map case fields to a new article
ANSWER : C
Service-Cloud-Consultant Sample Question 22
A. Snapshot reporting that shows trends in the number of cases handled per month,providing a high-level overview of customer service operations
B. Omni-Channel Analytics detailing specific paths and routing types to evaluate theefficiency of support channel
C. Detailed CTI analytics reports, such as wait times and handle times, to review individualagent performance
ANSWER : A
Service-Cloud-Consultant Sample Question 23
A. Create a custom tab that displays a search page from the billing system.
B. Integrate payment data into Salesforce from the billing system using custom objects.
C. Configure Salesforce Connect and External Objects to the billing system.
ANSWER : C
Service-Cloud-Consultant Sample Question 24
A. It should be deployed with Experience Builder.
B. It is incompatible with Einstein Bots.
C. It should be routed via Omni-Channel,
ANSWER : C
Service-Cloud-Consultant Sample Question 25
A. Develop custom Knowledge reports and dashboards.
B. Create a review board to evaluate and manage Knowledge articles.
C. Install the Knowledge Base Dashboards & Reports AppExchange package.
ANSWER : C
Service-Cloud-Consultant Sample Question 26
A. Add the Case's Entitlement related list to the Case Lightning Record Page.
B. Add the related Contact's Entitlement related list to the Case Lightning Record Page.
C. Add the related Account's Entitlement related list to the Case Lightning Record Page.
ANSWER : B
Service-Cloud-Consultant Sample Question 27
A. Assign a global team of experienced analysts to create a standard report template.
B. Ask leadership, management, and agents in all regions to vote on the standard reporttemplate.
C. Request that the VP of worldwide support design a standard report template to provide aclear vision,
ANSWER : A
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