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Salesforce CRT-261 Exam Dumps

Get All Prepare for your Service Cloud Consultant Certification Exam Questions with Validated Answers

CRT-261 Pack
Vendor: Salesforce
Exam Code: CRT-261
Exam Name: Prepare for your Service Cloud Consultant Certification Exam
Exam Questions: 197
Last Updated: February 24, 2026
Related Certifications: Service Cloud Consultant
Exam Tags: Advanced Level Salesforce Consultant
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Free Salesforce CRT-261 Exam Actual Questions

Question No. 1

[Service Cloud Solution Design]

Cloud Kicks is preparing to launch Service Console to a large set of service agents. Feedback from a pilot group of users revealed they would like

a quick way to navigate the console, including changing tabs, saving records, and searching.

What is the recommended feature to improve productivity?

Show Answer Hide Answer
Correct Answer: A

Question No. 2

[Service Cloud Solution Design]

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge

articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but

wants to ensure that the bot only directs cases to live agents during normal business hours and

observes holidays.

How should a consultant meet this requirement?

Show Answer Hide Answer
Correct Answer: C

Question No. 3

[Service Cloud Solution Design]

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements

only or Entitlements plus Service Contracts is the correct solution.

Which question should the consultant ask to determine the preferred solution?

Show Answer Hide Answer
Correct Answer: B

Question No. 4

[Industry Knowledge]

A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to

customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that

have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

Show Answer Hide Answer
Correct Answer: A

Question No. 5

[Industry Knowledge]

A manager has noticed an increase in average case age. This is negatively impacting

customer satisfaction. The manager wants to compare the amount of time that cases have spent

within each status during their lifecycle.

Which report type should the consultant recommend when creating a report?

Show Answer Hide Answer
Correct Answer: C

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