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: Nov 25, 2025
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Rated: 4.9 |
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Online Users: 582
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Question 1
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A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.CK has multiple departments with disconnected processes and limited documentation. The consultant ispreparing for the project kickoff and wants to ensure the engagement begins successfully.What should the consultant do first to ensure the success of the engagement?
Answer: C
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A Service Cloud Consultant is engaged to help Cloud Kicks (CK) streamline its customer service operations.CK has multiple departments with disconnected processes and limited documentation. The consultant ispreparing for the project kickoff and wants to ensure the engagement begins successfully.What should the consultant do first to ensure the success of the engagement?
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Question 2
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Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining articlequality. CK plans to allow all service agents to create articles.What should the consultant recommend to create a vetting workflow to reduce the number of low-qualityarticles?
Answer: C
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Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining articlequality. CK plans to allow all service agents to create articles.What should the consultant recommend to create a vetting workflow to reduce the number of low-qualityarticles?
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Question 3
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Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responsesto customer inquiries by leveraging their vast repository of internal knowledge articles, which includes bothstructured fields and unstructured text.How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responsesusing this company's data?
Answer: B
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Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responsesto customer inquiries by leveraging their vast repository of internal knowledge articles, which includes bothstructured fields and unstructured text.How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responsesusing this company's data?
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Question 4
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Universal Containers (UC) has hired a consulting firm to implement Service Cloud for itscontact center for the first time. The project requires quick iterations and speedy completion. UC hasrequested frequent updates from the project team for check-ins and refinement.Which methodology should the consultant recommend given the requirements?
Answer: C
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Universal Containers (UC) has hired a consulting firm to implement Service Cloud for itscontact center for the first time. The project requires quick iterations and speedy completion. UC hasrequested frequent updates from the project team for check-ins and refinement.Which methodology should the consultant recommend given the requirements?
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Question 5
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Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contractincludes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like anefficient method to manage the setup.What is the recommended configuration to meet the requirements?
Answer: A
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Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contractincludes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like anefficient method to manage the setup.What is the recommended configuration to meet the requirements?