Exam Code: CRT-261
Exam Name: Certification Preparation for Service Cloud Consultant
Updated: Mar 18, 2024
Q&As: 253
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The lifecycle of a Knowledge article consists of five stages. In which order does an article proceed through these stages?
A. Create, approve, publish, consume, feedback
B. Create, feedback, publish, approve, consume
C. Create, publish, feedback, approve, consume
D. Create, consume, feedback, approve, publish
Which feature should a Consultant recommend to allow a Tier 2 Service Representative to take over case processing from Tier l and know how far Tier l had progressed in troubleshooting?
A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: Ability for visitors to search Knowledge articles without registering or logging in Ability for over one million registered customers to securely submit cases and view the status of those cases Ability to display white papers to registered customers Ability for registered customers to save favorite Knowledge articles for easy access later
What should the consultant recommend as part of the solution?
A. Implement Partner Communities with Knowledge.
B. Implement Customer Communities with Content.
C. Implement Employee Communities with Content.
D. Implement Customer Communities with Knowledge.
The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
A. Create escalation rules to re-assign cases after SLAs have expired.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create case teams and introduce swarming to resolve cases.
D. Enable and use Chatter feed tracking on the case object.
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers
A. Average incoming case volume
B. Relationship to the primary contact
C. Case closure rules on the original case
D. RMA and FSR escalation requirements
E. Visibility and access to the RMA and FSR records
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