TEST SALESFORCE CRT-261 SIMULATOR FREE - CRT-261 BRAIN EXAM

Test Salesforce CRT-261 Simulator Free - CRT-261 Brain Exam

Test Salesforce CRT-261 Simulator Free - CRT-261 Brain Exam

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q153-Q158):

NEW QUESTION # 153
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

  • A. Import the records and use duplicate management
  • B. Standardize all rows to match salesforce data types
  • C. Install data quality analysis dashboards from the appexchange
  • D. Import records and cretae a a worflow rule to change the data type
  • E. Deduplicate the data before importing into SF

Answer: B,C,E


NEW QUESTION # 154
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  • A. Number of calls offered
  • B. Schedule adherence
  • C. Agent utilization
  • D. Quality monitoring score

Answer: B,C


NEW QUESTION # 155
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to closed cases. A new product release will require changes to dozens of articles.
After revising the articles, CK wants to ensure that a prior article version stays associated with the closed cases.
What is the recommended method to meet the requirements?

  • A. Use Smart Link to Article to select the prior version.
  • B. Select the Flag as new version checkbox when publishing.
  • C. Add "updated" to the name of the new article.

Answer: B

Explanation:
To ensure that prior versions of Knowledge articles remain associated with closed cases after updates, selecting the "Flag as new version" checkbox when publishing the revised articles is recommended. This approach maintains the link between closed cases and the specific article versions referenced at the time, preserving the accuracy of historical case resolutions.


NEW QUESTION # 156
Auto Response rules work on which objects?

  • A. Accounts and Opportunity
  • B. Leads and accounts
  • C. Accounts and Cases
  • D. Leads and Cases

Answer: D


NEW QUESTION # 157
Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

  • A. Emebedded Chat Service
  • B. Customer Community
  • C. Case Assignment Rules
  • D. Web-to-Case

Answer: A

Explanation:
Explanation
Embedded Chat Service is a feature that can meet the requirement of allowing customers to interact real time with support agents from their computers and mobile devices. Embedded Chat Service allows administrators to embed a chat widget on any web page or mobile app that customers can use to start a live chat session with an agent. Embedded Chat Service also supports features such as pre-chat forms, chat transcripts, file transfer, and chat transfer. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.snapins_chat_setup.htm&type=5


NEW QUESTION # 158
......

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