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Salesforce CRT-261 exam covers a wide range of topics related to Service Cloud, including case management, contact center management, knowledge management, and integration of Service Cloud with other Salesforce solutions. CRT-261 exam also evaluates the ability of professionals to design and implement solutions that meet the specific business requirements of their clients. CRT-261 Exam Format consists of 60 multiple-choice questions, and test takers have 105 minutes to complete the exam.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q79-Q84):

NEW QUESTION # 79
Universal Containers requires that users have the ability to view specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? (Choose 2)

A. Escalation rules
B. Workflow rules
C. Auto-response rules
D. Case teams

Answer: B,D

NEW QUESTION # 80
Which Salesforce resource can be attached to a customer email using standard Case Management capabilities?

A. Knowledge articles suggested by Einstein
B. Upcoming Milestones for the Case's Entitlement
C. Internal Chatter posts about the Case

Answer: A

Explanation:
Salesforce enables the attachment of Knowledge articles suggested by Einstein to customer emails as part of standard Case Management capabilities. This feature leverages Einstein's AI to suggest relevant articles based on case context, allowing agents to provide helpful information and resources directly to customers, enhancing support quality and efficiency.

NEW QUESTION # 81
Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer

A. Create public groups with article managers and assign each group to specific article actions.
B. Create public groups with article managers and assign each group to specific publication states.
C. Create publication teams with article managers and assign each team to specific publication states.
D. Create publication teams with article managers and assign each team to specific article actions.

Answer: A

NEW QUESTION # 82
Universal Containers wants to provide its resellers a secure portal where they can manage their customer accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?

A. Partner Community
B. Employee Community
C. Customer Community
D. Reseller Community

Answer: A

NEW QUESTION # 83
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A. To provide best practices for continuity plans
B. To provide information planning planned maintenance
C. To provide online security threat information
D. To provide live and historical data on system performance
E. To provide live support for system and data backup

Answer: B,C,D

NEW QUESTION # 84
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