CRT-261 ACTUAL REAL QUESTIONS: CERTIFICATION PREPARATION FOR SERVICE CLOUD CONSULTANT & CRT-261 PRACTICE QUESTIONS

CRT-261 Actual Real Questions: Certification Preparation for Service Cloud Consultant & CRT-261 Practice Questions

CRT-261 Actual Real Questions: Certification Preparation for Service Cloud Consultant & CRT-261 Practice Questions

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q107-Q112):

NEW QUESTION # 107
Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the expertise of its agents.
The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

  • A. Most Revised Articles
  • B. Top Articles sorted descending
  • C. Most Linked Articles
  • D. Search Activity Gaps

Answer: D

Explanation:
Search Activity Gaps is a Knowledge dashboard that a consultant should use to know where to focus its efforts next after implementing Knowledge Centered Support. Search Activity Gaps shows the number of searches that returned no results, no articles, or no clicked articles. This can help identify the topics or keywords that need more or better articles to satisfy customer needs. Verified References: : https://help.
salesforce.com/s/articleView?id=sf.knowledge_dashboard_search_activity_gaps.htm&type=5 : https://help.
salesforce.com/s/articleView?id=sf.knowledge_dashboard_overview.htm&type=5


NEW QUESTION # 108
Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.
Which action should a Service Cloud consultant recommend?

  • A. Enable Case Merge.
  • B. Set a validation rule
  • C. Create an auto-launched flow.
  • D. Configuration a blocking duplicate rule

Answer: C


NEW QUESTION # 109
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

  • A. Data loader, change sets, and Force.com Excel Connector
  • B. Visual Workflow, data loader, and Force.com IDE
  • C. Mass Transfer Records, change sets, and Visual Studio Code
  • D. Visual Studio Code and change sets

Answer: A

Explanation:
Data loader, change sets, and Force.com IDE are tools that can be used for migrating functionality from a sandbox environment to a production environment. Data loader is a tool that can import, export, insert, update, delete, or upsert data in Salesforce. Change sets are outbound sets of metadata components that can be sent from one Salesforce org to another. Force.com IDE is an integrated development environment that allows you to edit, compile, test, and deploy metadata components using Eclipse. Verified References: Service Cloud Consultant Certification Guide & Tips, Data Loader Guide, Change Sets Overview, Force.com IDE Developer Guide


NEW QUESTION # 110
Universal Containers wants to display a history of all of today's changes to a case in the order that occurred on a single page view. This requirement includes comments, emails, and edit to case fields. What tool should a consultant recommend to implement this requirement?

  • A. Auto launch flow
  • B. Visualforce custom page Questions & Answers PDF Page 6
  • C. Process Builder
  • D. Salesforce Console for Service

Answer: D

Explanation:
Salesforce Console for Service is a tool that can implement the requirement of displaying a history of all of today's changes to a case in the order that occurred on a single page view. Salesforce Console for Service is a workspace that allows agents to manage multiple cases and interactions on a single screen. It includes a feed- based layout that shows a history of all the changes to a case, such as comments, emails, and edits to case fields, in chronological order. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
console2_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
console2_feed_based_layouts.htm&type=5


NEW QUESTION # 111
Which search mechanism should be used to find case comments from within the lightning service console?

  • A. Search utility component
  • B. Global search
  • C. Comments list view
  • D. Comment search component

Answer: B

Explanation:
Global search is a search mechanism that allows users to find records and information across multiple objects and fields in Salesforce. Global search can be used to find case comments from within the Lightning Service Console by entering keywords in the search box and selecting Case Comments from the drop-down list. Users can also filter the search results by fields such as case number, case owner, or comment date. Verified References: Service Cloud Consultant Certification Guide & Tips, Find What You Need with Search


NEW QUESTION # 112
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