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SAP CRT-261 Exam Questions


Vendor Name: SAP
Certification Name:Certified Service Cloud Consultant
Exam Name:Certification Preparation for Service Cloud Consultant

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Last Updated: 8-Sep-2023
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SAP CRT-261 Exam Questions


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CRT-261 Exam Sample Questions:



Which feature should a Consultant recommend to allow a Tier 2 Service Representative to
take over case processing from Tier l and know how far Tier l had progressed in
troubleshooting?

 

Service Console Macros

 

Lightning Guided Engagement

 

Path for Cases

 

Lightning Flow Component


Lightning Guided Engagement





A consulting firm has been retained to implement a new Service Cloud platform for a
company. This company requires quick iterations and a speedy project completion. The
company has requested frequent project updates for check-ins and refinement.
Which methodology should the Consultant recommend to meet the given requirements?

 

Kanban

 

Lightning Platform

 

Agile

 

Waterfall


Agile





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?

 

Standard Email-to-Case with assignment rules

 

Lightning Email with web routing prioritization

 

Omni-Channel with prioritized queues

 

Standard Web-to-Case with assignment rules


Standard Email-to-Case with assignment rules





Universal Containers Executives want to see contact center metrics from each of its
different geographic regions. How should a Consultant support this requirement?

 

Create a Dashboard for each Region.

 

Create a single Dashboard with a Region filter.

 

Create a Dashboard for each Case Team.

 

Create a single Dashboard with a Case Team filter


Create a single Dashboard with a Region filter.





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?

 

Prepare, Plan, Test, Execute, Validate

 

Plan, Prepare, Test, Execute, Validate

 

Prepare, Plan, Validate, Execute, Test

 

Plan, Prepare, Validate, Execute, Test


Plan, Prepare, Validate, Execute, Test



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