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CRT-261 dumps questions answers

Salesforce CRT-261 Dumps

Exam Code:
CRT-261
Exam Name:
Salesforce Certified Service cloud consultant (WI24)
Last Update: Feb 20, 2024
198 Questions with Explanation
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Salesforce Certified Service cloud consultant (WI24) Questions and Answers

Questions 1

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.

Which feature will help the support agent send this question to the right group of people?

Choose one answer

Options:

A.

Mass email

B.

Chatter groups

C.

Public groups

D.

Escalation rule

Questions 2

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?

Options:

A.

Prepare, Plan, Test, Execute, Validate

B.

Plan, Prepare, Test, Execute, Validate

C.

Prepare, Plan, Validate, Execute, Test

D.

Plan, Prepare, Validate, Execute, Test

Questions 3

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.

Standard Email-to-Case with assignment rules

B.

Lightning Email with web routing prioritization

C.

Omni-Channel with prioritized queues

D.

Standard Web-to-Case with assignment rules