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CRT-261 – Salesforce Certified Service Cloud Consultant

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Showing 7–9 of 10 questions

Question 7

Which feature should a Consultant configure to allow global Service Reps to call customers from within the Lightning Service Console?

Select an option, then click Submit answer.

  • ○

    Open CTI
  • ○

    Macros
  • ○

    Local Presence
  • ○

    Lightning Dialer
Question 8

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?

Select an option, then click Submit answer.

  • ○

    Account tabs and Cases tab
  • ○

    Case tabs with Account subtabs
  • ○

    Account tab with Cases related list
  • ○

    Account tabs with Case Subtabs
Question 9

Universal Containers wants articles to be suggested to agents based on information they are typing into the case.

Which solution should a consultant recommend?

Select an option, then click Submit answer.

  • ○

    Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
  • ○

    Enable the Knowledge sidebar related list on the case page layout.
  • ○

    Enable the Knowledge sidebar setting in the case support settings.
  • ○

    Create a Visualforce page called Knowledge sidebar on the case page layout.