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Die Salesforce CRT-261 Zertifizierungsprüfung ist darauf ausgelegt, das Wissen und die Fähigkeiten von Fachleuten zu testen, die Service Cloud Consultants werden möchten. Diese Zertifizierungsprüfung umfasst eine Vielzahl von Themen im Zusammenhang mit dem Kunden-Servicemanagement, einschließlich Fallmanagement, Kontaktcenter-Management und Service-Level-Vereinbarungen. Die Prüfung richtet sich an Personen, die Erfahrung in der Arbeit mit Salesforce Service Cloud haben und ihr Wissen und ihre Fähigkeiten in diesem Bereich validieren möchten.

Um sich auf die Salesforce CRT-261 Zertifizierungsprüfung vorzubereiten, können Kandidaten verschiedene Schulungskurse und Lernmaterialien von Salesforce in Anspruch nehmen, wie beispielsweise den Service Cloud Consultant Certification Exam Study Guide, Trailhead-Module und Service Cloud Consultant Certification Preparation Webinare. Zusätzlich kann das Üben mit praktischer Erfahrung und Mock-Prüfungen den Kandidaten helfen, Selbstvertrauen zu gewinnen und ihre Chancen zu verbessern, die Prüfung beim ersten Versuch zu bestehen.

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Salesforce Certification Preparation for Service Cloud Consultant CRT-261 Prüfungsfragen mit Lösungen (Q49-Q54):

49. Frage
Cloud Kicks supports customers through chat. Service agents have reported multiple instances where customers have used abusive language, Cloud kicks wants to way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

A. Enable Assistance Flag Configuration setting.
B. Create sensitive data rules.
C. Create a blocking rule.
D. Enable Sneak Peek Configuration setting.

Antwort: C

Begründung:
A blocking rule is the recommended feature to meet the requirement, because it allows CK to prevent abusive customers from starting future chat sessions. A blocking rule is a rule that blocks chat requests from visitors who match certain criteria, such as IP address, browser, or device. A blocking rule can be created from Setup
> Chat Blocking Rules. Verified References: : Create Blocking Rules for Chat

50. Frage
Universal Containers is changing their case management system to Salesforce. All active accounts, contacts, open cases, and closed cases for the past five years must be migrated to Salesforce for go-live.
Which approach should the Consultant use for data migration?

A. Prepare, Plan, Validate, Execute, Text
B. Plan, Prepare, Test, Execute, Validate
C. Prepare, Plan, Text, Execute, Validate
D. Plan, Prepare, Validate, Execute, Text

Antwort: B

51. Frage
A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

A. Lightning Knowledge
B. Salesforce Files
C. Classic Knowledge
D. Salesforce Content

Antwort: C

52. Frage
Support cent' agents at Cloud Kicks use a serv ce console. Over a few hours, an agent may work with up to
10 different customers. Often, agents need to return to a prior case and make a phone call to the customer. The telephone number to call is recorded in the case notes.
What are two recommended service console features that work together to improve the process ** Choose 2 answers

A. Macros
B. History Utility
C. Quick Action
D. Outbound Sales Dialer

Antwort: A,B

Begründung:
These are two service console features that work together to improve the process of making a phone call to the customer based on the case notes. Macros are tools that allow agents to automate common or repetitive tasks on a record, such as sending an email or updating a field. Macros can help agents save time and avoid errors when making a phone call to the customer. History Utility is a tool that allows agents to view their recently accessed records or tabs in the service console. History Utility can help agents quickly return to a prior case and find the phone number in the case notes. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.console2_macros_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
console2_history_overview.htm&type=5

53. Frage
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Assign the correct Salesforce users to the Call Center.
B. Create a softphone layout and assign to user profiles.
C. Install an adapter from AppExdiange to work with third-party CTI systems.
D. Assign the Salesforce CTI license to Salesforce users.
E. Enable Live Agent in their community to chat with an agent.

Antwort: A,B,C

Begründung:
Explanation
Installing an adapter from AppExchange to work with third-party CTI systems, assigning the correct Salesforce users to the Call Center, and creating a softphone layout and assigning to user profiles are configurations that are needed for the softphone to work in Salesforce. A softphone is a customizable call-control tool that appears in the footer of the Service Console and allows agents to make and receive phone calls from within Salesforce. A softphone requires an adapter to connect with a third-party CTI (Computer Telephony Integration) system that handles the telephony functions, such as dialing, transferring, or conferencing. An adapter can be installed from AppExchange or developed using the Open CTI API. A Call Center is a record that defines the settings and behavior of the softphone, such as the adapter URL, the search preferences, or the call results. A Call Center must be created and assigned to the Salesforce users who need to use the softphone. A softphone layout is a layout that defines the fields and buttons that appear on the softphone for different call scenarios, such as inbound, outbound, or internal calls. A softphone layout must be created and assigned to the user profiles who need to use the softphone. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Softphones in Salesforce Classic

54. Frage
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