Free Salesforce CRT-261 Exam Questions
Absolute Free CRT-261 Exam Practice for Comprehensive Preparation
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Salesforce CRT-261 Exam Questions
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Provided By: Salesforce
- Exam: Certification Preparation for Service Cloud Consultant (WI25)
- Certification: Certified Service Cloud Consultant
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Total Questions: 291
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Updated On: May 23, 2026
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Rated: 4.9 |
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Online Users: 582
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Question 1
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Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to takeownership of and respond toincoming cases within 2 hours of case creation.Which best practice will help UC meet its SLA?
Answer: A
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Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to takeownership of and respond toincoming cases within 2 hours of case creation.Which best practice will help UC meet its SLA?
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Question 2
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A service manager at Cloud Kicks has received complaints from customers who speak languages other than
English that their cases are taking a
long time to be resolved. After investigation, the consultant has determined that these work items fail to be
assigned to the correct agents.
What should the consultant recommend that the service manager do first?
Answer: C
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Question 3
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Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both thePublish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting tosubmit certain articles types for approval.What should a consultant recommend to automate the Approval Process?
Answer: C
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Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both thePublish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting tosubmit certain articles types for approval.What should a consultant recommend to automate the Approval Process?
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Question 4
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Universal Containers wants to implement a new Experience Cloud site to support its customers. It hasprovided the following requirements:• Ability for visitors to search Knowledge articles without registering or logging in• Ability for over 1 million registered customers to securely submit cases and view the status of those cases• Ability for registered customers to save favorite Knowledge articles for easy access later
Answer: A
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Universal Containers wants to implement a new Experience Cloud site to support its customers. It hasprovided the following requirements:• Ability for visitors to search Knowledge articles without registering or logging in• Ability for over 1 million registered customers to securely submit cases and view the status of those cases• Ability for registered customers to save favorite Knowledge articles for easy access later
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Question 5
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Universal Containers provides phone support to customers. The abandoned call rate has been high in recentmonths.Which solution should a Service Cloud Consultant recommend to address the issue?
Answer: C
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Universal Containers provides phone support to customers. The abandoned call rate has been high in recentmonths.Which solution should a Service Cloud Consultant recommend to address the issue?