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Salesforce CRT-261 Latest New Exam Pattern

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    Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q42-Q47):

    NEW QUESTION # 42
    What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

    • A. Upload the data into Salesforce and then run data cleansing tools.
    • B. Cleanse the data outside of Salesforce and then migrate the data.
    • C. Use the Salesforce import wizard to load and cleanse the data.
    • D. Use the Salesforce data loader to load and cleanse the data.

    Answer: B


    NEW QUESTION # 43
    The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

    • A. Multi -monitor support
    • B. Keyboard Shortcuts
    • C. Case hover
    • D. Quick Text
    • E. Dynamic list updates

    Answer: A,B,E


    NEW QUESTION # 44
    A company receives support requests through a variety of email addresses and web forms for different parts of the business.
    Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

    • A. Case Assignment Rules, Queues, Chatter Groups, Live Agent
    • B. Escalation Rules, Queues, Public Groups, Live Agent
    • C. Escalation Rules, Queues, Chatter Groups, Omni-Channel
    • D. Case Assignment Rules, Queues, Public Groups, Omni-Channel

    Answer: D


    NEW QUESTION # 45
    A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

    • A. Define Topics for each Knowledge article.
    • B. Define Data Categories with Custom Visibility.
    • C. Define a Custom Field to identify the Subject.
    • D. Define Article Types with Public Sharing Settings.

    Answer: A


    NEW QUESTION # 46
    What is a benefit of a quality monitoring system? Choose 2 answers

    • A. Enforce a consistent standard of service for customer interaction
    • B. Teach new agents how to handle difficult situations
    • C. Capture inappropriate word usage and generate reports
    • D. Lower the average speed of answer (ASA)

    Answer: A,C


    NEW QUESTION # 47
    ......

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