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| Exam Code: | CRT-261 |
| Exam Name: | Certification Preparation for Service Cloud Consultant |
| Certification Provider: | Salesforce |
| Free Question Number: | 80 |
| Version: | v2023-09-20 |
| Rating: | |
| # of views: | 1344 |
| # of Questions views: | 39425 |
| Go To CRT-261 Questions | |
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No.# A&D
Change sets and Data loader make sense, Mass Transfer Records is more relevant to data management and doesn't apply to deploying configuration settings or enabling functionality like skills-based routing.
No.# I thin is B
https://help.salesforce.com/s/articleView?id=sf.mfs_appointment_assistant_parent.htm&type=5
No.# answer is C&D
No.# A B D
To test your implementation, route a work item to yourself.
1) Log in as a user who’s enabled to use Omni-Channel. For the sake of testing the feature, make sure that you’re the only agent who’s signed into Omni-Channel.
2) Open Omni-Channel and change your status so that you can receive incoming work items.
3) Navigate to the record that corresponds to the service channel you’ve set for your current presence status.
4) If you’re using Lightning Experience, open the record you want to route to yourself.
5) Click Change Owner. Select Queue.
6) Enter the name of the queue that you associated with your routing configuration.
7) Click Submit.
Sit back and relax. You’ll see an incoming request notification in Omni-Channel within a few seconds.
https://help.salesforce.com/s/articleView?id=sf.service_presence_test_your_implementation.htm&type=5
No.# Answer is C
No.# Answer is ACE
No.# A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the console.
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No.# Answer is BCE
No.# Correct Answer B:
Social Service Pro add-on is the recommended license to meet the requirement, because it allows CK to turn social network posts into cases and respond to customer complaints on Facebook, Twitter, and Instagram. Social Service Pro add-on is an extension of Social Customer Service that enables CK to monitor multiple social accounts, filter posts by keywords or sentiment, and automate case creation and assignment.
No.# ACE: Approval process history doesn't migrate to Lightning Knowledge.
No.# Should be A: You can block chat requests from specified IP addresses.
https://help.salesforce.com/s/articleView?id=sf.live_agent_block_IPs_admin_create_blocking_rule.htm&type=5