Free Salesforce CRT-261 Practice Exam with Questions & Answers | Set: 5

Criteria-based record page components are components that only display on a record page when certain conditions are met. For example, you can show a component only when the case status is closed, or when the case priority is high. This way, you can reduce the clutter on the Lightning Service Console and make it easier for service representatives to find the tabs and features they need. You can use the Lightning App Builder to define criteria-based record page components for different objects and apps. Verified References: [Criteria-Based Record Page Components]

Lightning Guided Engagement is a feature that allows you to create and display interactive guides for agents in the Lightning Service Console. Lightning Guided Engagement uses flows to define the steps and logic for each guide, such as displaying prompts, collecting inputs, updating records, or branching based on conditions. You can then use the Engagement component to embed the guides in the Service Console and trigger them based on record criteria, such as case status, priority, or product. Lightning Guided Engagement can help you configure the Lightning Service Console to support different troubleshooting steps for Tier 1 and Tier 2 support by creating different guides for each tier and displaying them based on the case record type or owner. Verified References: Service Cloud Consultant Certification Guide & Tips, Create Interactive Guides with Lightning Guided Engagement

Reporting Snapshots by call center is a reporting tool that can enable the support manager at Universal Containers to see monthly historical metrics for first call resolution by call center and agent. Reporting Snapshots allow administrators to capture point-in-time data from reports and store them as records in custom objects. These records can then be used to create historical trending reports that show how data changes over time. Verified References: : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_create.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.reporting_snapshots_trending.htm &type=5

These are three considerations when adding a report chart to a Console Component. The report must contain a chart that displays data in a graphical format. The report must be a Summary or Matrix report that groups data by rows and columns. The report chart must be added to the Page Layout of the object that the report is based on. Verified References: : https://help.salesforce.com/s/articleView?id=sf.console2_components_report_chart.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_format_types.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.reports_charts_adding_layouts.htm &type=5

These are two benefits that can be expected from Knowledge-Centered Support (KCS) adoption. KCS is a methodology that focuses on creating and maintaining knowledge as a by-product of solving issues. KCS advocates for a knowledge article life cycle that evolves based on usage and demand, meaning that articles are updated and improved based on feedback, analytics, and relevance. KCS also aims to reduce issue resolution time by enabling agents to find and reuse existing knowledge articles, as well as creating new articles for future use. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_kcs_benefits.htm &type=5

Entitlement processes, milestones, milestone actions, and entitlements are features that can be configured to ensure the contracted service level requirements for its clients are being met. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Entitlement processes define the timeline and steps required to deliver support to customers. Milestones define the critical steps in the support process, such as first response time or resolution time, and track whether they are completed on time. Milestone actions define the automated actions that occur when a milestone is approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

Approving articles from the Knowledge approval page to Publish is a necessary step to make articles visible in all the selected channels after implementing a review process for all new knowledge articles. The Knowledge approval page is a page that shows all the articles that are pending approval or have been approved or rejected. Approving articles from this page will change their status to Published, which means they are visible in all the selected channels, such as internal app, customer community, or public knowledge base. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_approval_page.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_article_visibility.htm &type=5

Entitlements and milestones are Service Cloud features that help you track and ensure service level agreements (SLAs) on customer cases. Entitlements define the levels of support that customers are eligible to receive based on their products, service contracts, or warranties. Milestones define the critical steps in your support process, such as first response time or resolution time, and track whether they are completed on time. You can use entitlement processes to automate actions when milestones are approaching, violated, or completed, such as sending email notifications, assigning cases to queues or users, or changing field values. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up and Manage Entitlements and Milestones

Omni-Channel Supervisor is a solution that can enable supervisors to respond to flags and provide responses that only the agent can view. Omni-Channel Supervisor is a tool that allows supervisors to monitor and manage the work and performance of agents in real time. Omni-Channel Supervisor can help supervisors respond to flags raised by agents who encounter issues and provide private coaching messages that only the agent can see. Verified References: : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_flags.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.omnichannel_supervisor_messages.htm &type=5

Reorganizing into a hierarchy with 6 or fewer levels is a recommendation that the consultant should make to Cloud Kicks when migrating from an external knowledge base to Salesforce Knowledge. Salesforce Knowledge has a limit of 6 levels for data category hierarchies, which are used to organize and filter articles by topic or type. Data categories can help users find relevant articles based on their search criteria or case information. Cloud Kicks should restructure their existing topics and subtopics into data categories and data category groups that fit within the Salesforce Knowledge limits and best practices. Verified References: : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_overview.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_manage.htm &type=5 : https://help.salesforce.com/s/articleView?id=sf.knowledge_categories_best_practices.htm &type=5