Updated Mar 21, 2025 Verified CRT-261 dumps Q&As – 100% Pass [Q91-Q106]

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Updated Mar 21, 2025 Verified CRT-261 dumps Q&As – 100% Pass

New 2025 Latest Questions CRT-261 Dumps – Use Updated Salesforce Exam

Salesforce’s CRT-261 (Certification Preparation for Service Cloud Consultant) exam is designed for professionals who wish to demonstrate their expertise in implementing and consulting on Service Cloud solutions. Certification Preparation for Service Cloud Consultant certification exam evaluates the candidate’s understanding of Service Cloud best practices, industry-specific applications, and complex service solutions. CRT-261 exam is designed for individuals who have hands-on experience with the Service Cloud platform and are well-versed in Salesforce’s suite of products and services.

Salesforce CRT-261 Certification Exam consists of 60 multiple-choice questions and is designed to be completed in 105 minutes. Candidates must achieve a passing score of 65% or higher to earn their certification. Upon passing the exam, candidates will receive a Service Cloud Consultant certification from Salesforce, which demonstrates their expertise in using Salesforce Service Cloud to deliver exceptional customer service experiences.

NEW QUESTION 91
UC has created permission sets granting access to object and fields in one of its sandboxes. How should a consultant deploy this permission set to prod?

Change set

Manuallyre create the Permission sets

Create an Unmanaged package

Publish a Managed package

NEW QUESTION 92
Ursa Major Solar provides onsite support for customers’ solar panels. Dispatched technicians work in a specific geography during set hours of the day. Managerrefit wants to minimize the number of rescheduled appointments by ensuring technicians have the required products to complete repairs.
Which feature should a Service Cloud consultant recommend?

Field Service Inventory

Work Oder Assignment

Operating Hours and Shifts

Service Appointment Bundling

NEW QUESTION 93
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

Macro to open related cases

Customized case hovers

Quick Actions added to the case page

Actions and Recommendations component

NEW QUESTION 94
As part of a service improvement project, Cloud Kicks (CK) has implement Knowledge management for its support agents. Several months after the implementation, CK management notices an inconsistency in reported customer satisfaction, CPIS show a decrease; however, many customers have provided testimonials about great support experinces.
Which KPI should help explain the disparity?

Track not promoter scores as part of an automated survey after case closure for every cote.

Benchmark the average cases per agent versus the team average across each case channel

Track the average calls per day, average cases per agent, and average cases per case type.

Measure difference in CSAT ol cases with and without articles attached.

NEW QUESTION 95
Universal Containers (UC) wants to implement Service Cloud using Agile methodology. How should the consultant recommend delivering a successful implementation?

set a cutoff date of 1.5 months before user acceptance testing for any change requests.

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

Deliver the entire project simultaneously so as to present UC with a completed solution.

Schedule a meeting with the UC executives at the start of the project to generate all the requirements.

NEW QUESTION 96
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)

Number of article votes

Number of customer ratings

Number of approved articles

Number of archived articles

NEW QUESTION 97
what approach should a consultant use to ensure that knowledge search
only display articles for a servcie agents product specialization ?

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

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

Create a permission set for each record type ;assignpermisisons to service agents

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

NEW QUESTION 98
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.
What is a key consideration when configuring a customer portal?

Users cannot own records

Users can download and view content

Users are not associated with a role in the hierarchy

Users can be part of a case team

NEW QUESTION 99
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

The Customer is shown the new Rep’s name

Both Service Reps can chat with the customer

The chat transcripts and case are transferred

The Customer doesn’t know they were transferred

NEW QUESTION 100
Ursa Major Solar’s support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers

Workflow Actions

Milestones

Assignment Rule

Escalation Rule

NEW QUESTION 101
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Define Case Auto-Response Rules.

Establish Case Assignment Rules.

Create a Process Builder with Scheduled Actions.

Configure Case Escalation Rules.

NEW QUESTION 102
Universal Containers’ support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers

Create reports to analyze call data in order to understand peak times and ensure adequate staffing.

Create a case escalation rules to route high-priority cases directly to supervisors for resolution.

Set up analytical snapshots to capture key case information and create historical trending reports.

Set up a Salesforce Customer Community that will allow customers to create cases online.

NEW QUESTION 103
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

Partner portal

Service Cloud portal (Customer Community)

Enterprise admin

Sites

NEW QUESTION 104
Which three are characteristics of Visual Workflow? Choose 3 answers

Apex code must be used to update fields in the database.

Elements can be used to pass data to legacy systems.

Apex code must be used to pass data to legacy systems.

Only one version of a flow can be activated at a time.

Elements can be used to update fields in the database.

NEW QUESTION 105
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.

Service level agreement

First call resolution

Average handle time

Customer satisfaction survey

NEW QUESTION 106
universal containers receives partner data in excel format.the excel data is all text ,but needs to be imported into existing Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

Import the records and use duplicate management

Deduplicate the data before importing into SF

Install data quality analysis dashboards from the appexchange

Standardize all rows to match salesforce data types

Import records and cretae a a worflow rule to change the data type