Updated Salesforce CRT-261 Dumps – Check Free CRT-261 Exam Dumps (2025) [Q118-Q135]

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Updated Salesforce CRT-261 Dumps – Check Free CRT-261 Exam Dumps (2025)

Updated CRT-261 exam with Salesforce Real Exam Questions

Salesforce CRT-261 Certification Exam is designed for individuals who want to demonstrate their expertise in the area of Service Cloud Consulting. CRT-261 exam is specifically designed for professionals who have already implemented Salesforce Service Cloud solutions and are looking to further enhance their skills and knowledge. Certification Preparation for Service Cloud Consultant certification exam provides an opportunity for consultants to validate their knowledge and expertise in designing and implementing Service Cloud solutions that meet the needs of their clients.

Salesforce CRT-261 Certification Exam is ideal for individuals who are responsible for designing, configuring, and implementing Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification exam is also suitable for individuals who work as Salesforce administrators, consultants, and developers, helping businesses to optimize their customer service operations. CRT-261 exam is intended for professionals who have practical experience in implementing Service Cloud solutions and are looking to validate their skills through a recognized certification.

NEW QUESTION 118
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?

Grant Authors access to the FAQ record type.

Add Authors to the FAQ Data Category.

Grant Authors access to the FAQ article type.

Set Article Org Wide Default to Public ReadWrite.

NEW QUESTION 119
Universal Containers has been testing an updated Service Console in a sandbox and is ready to move it to Production.
Which deployment solution should a consultant use?

Change Sets

Mass Transfer Records

Data Loader

Manual configuration

NEW QUESTION 120
What are three considerations when adding a report chart to a Console Component?
Choose 3 answers

The report is shared with a Chatter Group.

The report contains a chart.

The report has a standard Report Type.

The report is a Summary or Matrix report.

The report chart is added to the Page Layout.

NEW QUESTION 121
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

Customer Community

Field Service Lightning

SOS Video Chat

Salesforce Knowledge

NEW QUESTION 122
universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a pnority. UC implemented a standardized agent customer dialog to assist agents.
Which two features should a consultant integrate of the Service Console?
Choose 2 answers

Lightning Flow for service

Interaction Log

Lightning Process Builder

Path for Cases

NEW QUESTION 123
Cloud Kicks has recently started using Entitlements within its support process. Service agents are selecting entitlements with similar names that are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

Enable lookup filters.

Configure a Quick Action.

Set OWD sharing to Private.

NEW QUESTION 124
Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?

On-Demand Email-to-Case Threading

Web-to-Case with Einstein Case Classification

Web-to-Case with reCAPTCHA enabled

NEW QUESTION 125
Universal Containers (UC) has hired a consulting firm to implement its new Service Cloud platform and requires quick iterations and a speedy project completion. UC has requested frequently project updates for check-ins and refinement.
Which methodology should the Consultant recommend given the requirements?

Force.com IDE

Agile

Kanban

Waterfall

NEW QUESTION 126
Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?

Lighining Row Component

Lightning Guided Engagement

Service Console Macros

Path for Cases

NEW QUESTION 127
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer’s interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

An email to case inquiry

On-demand email to case

While holding for a support agent

Web-to-case question

NEW QUESTION 128
Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project’s development efforts.
What should a consultant recommend that UC’s Salesforce admin do in this scenario?

Postpone the release to the production org so the team can finish the project before the release is deployed.

Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

Opt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

NEW QUESTION 129
What approach should a Consultant use to ensure that Knowledge searches only display articles for a service agent’s product specialization?

Create a page layout for each record type; assign layouts to service agents.

Create a data category for each product; assign data categories to service agents.

Create a permission set for each record type; assign permissions to service agents.

Create an article action for each record type; assign record types to service agents.

NEW QUESTION 130
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

Create sensitive data rules.

Enable Assistance Flag Configuration setting.

Create an IP blocking rule.

NEW QUESTION 131
universal containers wants to schedule technicians for repair services when an agent is unable to solve customer problem via call center

Omni channel

Contact Requests

field service

Mobile connect

NEW QUESTION 132
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

First call resolution

Average handle time

Upsell percentage

Customer retention

NEW QUESTION 133
Universal Containers (UC) wants to implement Service Cloud using Agile methodology.
How should the consultant recommend delivering a successful implementation?

Generate continuous feedback from the project team, and adjust the requirements and deliverables accordingly.

Generate all of the requirements with UC executives and then develop the project schedule.

Finish all of the project requirements at once and deliver a complete solution.

NEW QUESTION 134
Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros.
Which prerequisite should the consultant consider?

Publisher actions are on the page layout.

All users have permission to create macros.

The Lightning page contains the Run Macros action.

NEW QUESTION 135
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are a. How should Knowledge be configured? Choose 2 answers.

Create three article types for each product area (Personal Banking, Mortgage, CD).

Create three data categories for each product area (Personal Banking, Mortgage, CD).

Create two data categories to display information (Question/Answer, Product Info).

Create two article types to display information (Question/Answer, Product Info).