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| Vendor: | Salesforce |
|---|---|
| Exam Code: | CRT-261 |
| Exam Name: | Prepare for your Service Cloud Consultant Certification Exam |
| Exam Questions: | 197 |
| Last Updated: | June 7, 2026 |
| Related Certifications: | Service Cloud Consultant |
| Exam Tags: | Advanced Level Salesforce Consultant |
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[Industry Knowledge]
Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level
agreements (SLAs).
Which feature should a consultant use to meet this request?
[Service Cloud Solution Design]
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.
Which approach should a consultant implement?
[Service Cloud Solution Design]
Universal Containers has technical support and general customer service teams that use unique Service Console applications.
Which configuration should a consultant use when deploying the console?
[Industry Knowledge]
Universal Containers wants to ensure the contracted service level requirements for its customers are being met.
What should a consultant configure to meet this requirement?
[Industry Knowledge]
Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.
Which solution should a consultant recommend to meet this requirement?
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