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CRT-261 pdf

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Last Update Dec 24, 2024
Total Questions : 198 With Comprehensive Analysis

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Last Update Dec 24, 2024
Total Questions : 198

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Salesforce Certified Service cloud consultant (SU24)

Last Update Dec 24, 2024
Total Questions : 198 With Comprehensive Analysis

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Salesforce Certified Service cloud consultant (SU24) Questions and Answers

Questions 1

Universal Containers needs to closely manage the publishing life cycle for articles in Knowledge. Article managers will be granted different publishing capabilities, from article creation through archiving published articles.

How should the permissions for article managers be set up?

Choose one answer

Options:

A.

Create public groups with article managers and assign each group to specific article actions.

B.

Create publication teams with article managers and assign each team to specific article actions.

C.

Create public groups with article managers and assign each group to specific publication states.

D.

Create publication teams with article managers and assign each team to specific publication states.

Questions 2

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.

Which type of Community license should be used to meet these requirements?

Options:

A.

Company Community

B.

Employee Community

C.

Customer Community

D.

Partner Community

Questions 3

A company receives support requests through a variety of email addresses and web forms for different parts of the business.

Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?

Options:

A.

Case Assignment Rules, Queues, Chatter Groups, Live Agent

B.

Case Assignment Rules, Queues, Public Groups, Omni-Channel

C.

Escalation Rules, Queues, Chatter Groups, Omni-Channel

D.

Escalation Rules, Queues, Public Groups, Live Agent

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