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Salesforce CRT-261 Certification Exam is a great certification program for professionals who are looking to validate their expertise in Salesforce Service Cloud. By passing the exam, you can demonstrate your knowledge and skills related to Salesforce Service Cloud, which can help you stand out in the job market. CRT-261 Exam is challenging but rewarding, and it can provide you with a great opportunity to improve your career prospects in the Salesforce ecosystem.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q53-Q58):

NEW QUESTION # 53
Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

A. Omni-Channel routing
B. Swarming
C. Case escalation

Answer: B

Explanation:
For addressing complex issues requiring immediate attention and collaboration across multiple teams, recommending the swarming approach, particularly facilitated through Slack for Service, is advised.
Swarming enables cross-functional teams to come together quickly to solve issues, leveraging collective expertise and improving resolution times for complex cases.

NEW QUESTION # 54
Universal Containers wants to automate the process of case creation. While conducting a business process review, the consultant learned that customers sometimes upload digital pictures of the problem.
Following best practices, which solution should a consultant recommend?

A. AppExchange package
B. Web-to-Case
C. Email-to-Case

Answer: C

Explanation:
For automating case creation and accommodating customers who upload digital pictures, Email-to-Case is the best practice solution. It allows customers to send emails with attachments, which are automatically converted into cases, including the digital pictures, streamlining the case creation process and improving response times.

NEW QUESTION # 55
Milestones can be added to which three object types?
Choose 3 Answers

A. Work order
B. Service
C. Case
D. Account
E. Entitlement

Answer: A,C,E

NEW QUESTION # 56
Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.
What feature should a consultant recommend to meet this requirement?

A. Omni-Channel
B. AppExchange solution
C. Custom Lightning Component
D. Social Conversation Component

Answer: D

NEW QUESTION # 57
A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A. Service Console case creation configuration
B. CTI Adapter configuration
C. Lightning Console enablement
D. Call Center Definition File creation

Answer: B,D

Explanation:
A CTI adapter is a software component that connects Salesforce to a phone system and enables features such as click-to-dial, screen pop, call logging, and call transfer. A call center definition file is an XML file that defines the settings and behaviors of the CTI adapter for Salesforce users. Both of these are key considerations for integrating a phone system with the Salesforce Service Console. Verified References: Salesforce Help: CTI Adapters and Salesforce Help: Call Center Definition Files

NEW QUESTION # 58
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