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The Certification Preparation for Service Cloud Consultant certification exam covers a wide range of topics, including service cloud automation, data management, case management, knowledge management, and integration. This comprehensive exam is meant to ensure that individuals who pass the test have a deep understanding of the Salesforce platform and are capable of implementing solutions that improve customer satisfaction and streamline customer service processes.

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Salesforce CRT-261 Exam covers a range of topics related to the Service Cloud Consultant role, including service cloud architecture, design, implementation, and management. CRT-261 exam also covers topics such as customer engagement, case management, knowledge management, and integration with other Salesforce products. Certification Preparation for Service Cloud Consultant certification exam is designed to test the candidate's ability to navigate the Service Cloud interface, analyze customer data, and design solutions that meet the specific needs of their clients.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q117-Q122):

NEW QUESTION # 117
Cloud Kicks wants to standardize its service key performance indicators (KPIs) for response time and first case closure rates.
Individual service agents, team leaders, regional directors, and the VP of service should see the same KPIs calculated using only the data the user can access.
What is the recommended running user to meet the requirements?

A. Team leaders
B. Dashboard viewer
C. VP of service

Answer: B

Explanation:
To standardize service KPIs for users at all levels while ensuring data visibility is based on user access, setting the dashboard running user as 'Dashboard Viewer' is recommended. This approach dynamically calculates KPIs using only the data accessible to the individual viewing the dashboard, ensuring consistency and data security across the organization.

NEW QUESTION # 118
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A. Prepare, Plan, Validate, Execute, Text
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Validate, Execute, Text
D. Prepare, Plan, Text, Execute, Validate

Answer: B

NEW QUESTION # 119
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 # 120
Which three are characteristics of Visual Workflow? Choose 3 answers

A. Elements can be used to update fields in the database.
B. Apex code must be used to pass data to legacy systems.
C. Apex code must be used to update fields in the database.
D. Elements can be used to pass data to legacy systems.
E. Only one version of a flow can be activated at a time.

Answer: A,D,E

Explanation:
Visual Workflow is a tool that allows you to create flows that automate business processes in Salesforce.
Flows consist of elements that define the logic, data manipulation, and user interface of the flow. Elements can be used to pass data to legacy systems using outbound messages or Apex actions, update fields in the database using record elements, and perform other tasks. Only one version of a flow can be activated at a time, meaning that only one version can run when triggered by users or processes. Verified References:
[Salesforce Help: Visual Workflow]

NEW QUESTION # 121
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
B. Set up insert Article into Social post and enable the customer community portal.
C. Create a Chatter group and invite the customer to join with an external chatter user.
D. Create a Visualforce page on the customer community portal.

Answer: B

NEW QUESTION # 122
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CRT-261 Test Engine Version & Positive CRT-261 Feedback

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q117-Q122):

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