Pass Guaranteed Quiz 2025 Salesforce CRT-261–Newest Latest Practice Materials

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q133-Q138):

NEW QUESTION # 133
If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

A. Enable Omni-Channel Case assignment
B. Implement Lightning Guided Engagement
C. Configure a Visual Flow Troubleshooting Action
D. Define separate Record Types for Tier 1 and Tier 2

Answer: B

NEW QUESTION # 134
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?

A. Develop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.
B. Develop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.
C. Set up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Answer: C

Explanation:
Following best practices for developing a new Case Management solution that includes third-party integrations, it's advisable to use separate sandboxes for different stages of development. This approach allows for isolated environments to develop, test, and validate features before deployment to production, minimizing risks and ensuring that new functionalities meet user requirements and work as expected in an integrated ecosystem.

NEW QUESTION # 135
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

A. Record Types
B. Article Types
C. Support Processes
D. Omni-Channel
E. Page Layouts

Answer: A,C,E

Explanation:
Page layouts, record types, and support processes are features that can be implemented to support different case management steps and fields for two separate business operations. Page layouts control the layout and organization of fields, buttons, related lists, and other components on a record detail or edit page. Record types allow you to offer different business processes, picklist values, and page layouts to different users based on their profiles. Support processes define the picklist values for the Status field on cases for each record type.
Verified References: Service Cloud Consultant Certification Guide & Tips, Page Layouts Overview, Record Types Overview, Support Processes Overview

NEW QUESTION # 136
Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?

A. Gather organizational vision, map processes, plan for user feedback, and define metrics.
B. Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
C. Gather organizational vision, map processes, plan metrics, and plan for user feedback.

Answer: C

Explanation:
In planning sessions with Cloud Kicks, the recommended approach is to first gather organizational vision, then map out processes, plan key performance metrics, and finally, incorporate a plan for gathering user feedback. This structured approach ensures alignment with organizational goals, efficiency in processes, measurable outcomes, and continuous improvement based on feedback.

NEW QUESTION # 137
Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A. Approval Process
B. Auto-Add Milestones
C. Lookup Filter
D. Cross-Object Formula

Answer: B

NEW QUESTION # 138
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Pass Guaranteed Quiz 2025 Salesforce CRT-261–Newest Latest Practice Materials

CRT-261 Latest Practice Materials - Pass Guaranteed Quiz 2025 Salesforce CRT-261 First-grade Valid Test Notes

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q133-Q138):

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