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Certification Path

The Salesforce Service Cloud Consultants certification includes only one CRT-261 certification exam.

The benefit in Obtaining the CRT-261 Exam CertificationA candidate might have incredible IT skills. Employers that do the hiring need to make decisions based on limited information and as it always. When they view the official Salesforce Certified Service Cloud Consultant certification, they can be guaranteed that a candidate has achieved a certain level of competence.When an organization hiring or promotion an employee, then the decision is made by human resources. Now while Candidate may have an IT background, they do their decisions in a way that takes into record many different factors. One thing is candidates have formal credentials, such as the Service Cloud Consultant.If the Candidate has the desire to move up to a higher-paying position in an organization. This certification will help as always.After completing the Salesforce Certified Service Cloud Consultant certification Candidate becomes a solid, well-rounded Salesforce Certified Service Cloud Consultant.

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Salesforce CRT-261 Exam Reference

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q78-Q83):

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.B. Design a custom object to track credit requests and route them regionally using assignment rulesC. Enable the self-service portal to generate logins for the hospital staff by region.D. Use cases to track the credit requests and route than to regional teams using assignment rules

Answer: D

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge. Which three statements should be considered?
Choose 3 answers

A. Attachments and .html files in Classic Knowledge are moved to the Files object.B. Each article must be associated to a record type.C. Approval process history migrate to Lightning Knowledge.D. Visualforce pages refer to Classic article types.E. Article numbers change during migration.

Answer: A,B,C

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

A. Lightning DialerB. Local PresenceC. MacrosD. Open CTI

Answer: A

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant configure to satisy this request ?

A. create a workflow email alert to send the artilce to the customerB. create a lightning email template to sned artilce to customerC. Create a macro to send an email with the article to customerD. create an auto response rule to send the article to teh customer

Answer: B

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

A. Enable the "Access Recent Items" user permission on the user profiles.B. Enable the "History" component within the Salesforce Console for Service.C. Create a custom list view for cases, contacts, and orders and pin them to the side bar.D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.

Answer: B


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