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Features of Exam4Tests CRT-261 PDF and Practice Exams

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Salesforce CRT-261 Exam is a computer-based test that is administered by Salesforce. CRT-261 exam consists of 60 multiple-choice questions and lasts for 105 minutes. The passing score for the exam is 68%. CRT-261 exam is available in English, Japanese, and Spanish languages. Certification Preparation for Service Cloud Consultant certification is valid for two years, after which the candidate is required to retake the exam to maintain their certification.

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Salesforce certification CRT-261 the latest examination questions and answers come out

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q176-Q181):

NEW QUESTION # 176
Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

A. Next Best Actions
B. Push Notifications
C. Case Feed
D. Omni-channel Supervisor

Answer: D

NEW QUESTION # 177
Universal Containers is setting up a field service dispatch contact center. Which functionality should be considered when designing the contact center? (Choose 2)

A. Chatter groups for customer
B. Visibility into service entitlements
C. Mobile access to case information
D. Predictive dialer for outbound calls

Answer: B,C

NEW QUESTION # 178
What are three necessary steps to test that the Omm-Channel implementation is routing correctly?
Choose 3 answers

A. Enable Debug Omni Channel routing configuration in SttUp.
B. Log in as a user who is enabled for Omni-Channel access.
C. Open the record you want to route.
D. Change the owner to a queue associated with the routing configuration,
E. Open the Omni-Channel Supervisor tab.

Answer: B,C,D

Explanation:
Explanation
These are three necessary steps to test that the Omni-Channel implementation is routing correctly. Changing the owner to a queue associated with the routing configuration ensures that the record is eligible for routing by Omni-Channel. Logging in as a user who is enabled for Omni-Channel access allows the user to receive work items from Omni-Channel and see the Omni-Channel Utility widget. Opening the record you want to route triggers Omni-Channel to evaluate the record and route it to an available agent based on the routing configuration settings. Verified References: : Test Your Routing Configuration

NEW QUESTION # 179
Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.
Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

A. Train on keyboard shortcuts.
B. Create multiple console layouts.
C. Prepare macros.

Answer: B

Explanation:
Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.

NEW QUESTION # 180
Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A. Create at least two different article types.
B. Create at least two different data categories.
C. Grant managers the Manage Data Categories permission.
D. Grant managers the Manage Salesforce Knowledge permission.
E. Create at least two different approval processes.

Answer: A,D,E

NEW QUESTION # 181
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