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Salesforce CRT-261 Exam With Confidence Using Practice Dumps

Exam Code:
CRT-261
Exam Name:
Salesforce Certified Service cloud consultant (SU24)
Certification:
Certified Service Cloud Consultant
Vendor:
Salesforce
Questions:
198
Last Updated:
Dec 22, 2024
Exam Status:
Stable
Salesforce CRT-261

CRT-261: Certified Service Cloud Consultant Exam 2024 Study Guide Pdf and Test Engine

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Salesforce Certified Service cloud consultant (SU24) Questions and Answers

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Question 1

Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.

How should the permissions for article managers be set up?

Choose one answer

Options:

A.

Create public groups with article managers and assign each group to specific article actions.

B.

Create publication teams with article managers and assign each team to specific article actions.

C.

Create public groups with article managers and assign each group to specific publication states.

D.

Create publication teams with article managers and assign each team to specific publication states.

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Question 2

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.

How would a Consultant address this requirement?

Options:

A.

Configure Case Assignment Rules

B.

Configure Omni-Channel with Most Available Routing

C.

Configure Live Agent Skills-based Routing

D.

Configure Omni-Channel with Least Active Routing

Question 3

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.

Which two steps should be completed to meet this request? Choose 2 answers

Options:

A.

Enable Work Orders.

B.

Create an Entitlement Process.

C.

Set up Milestones.

D.

Configure Service Contracts.

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