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: Jan 15, 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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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as passwordresets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger,and WhatsApp.What should the consultant recommend to handle the new cases?
Answer: B
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A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as passwordresets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger,and WhatsApp.What should the consultant recommend to handle the new cases?
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Question 2
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Universal Containers wants to provide its resellers a secure portal where they can share their customer
accounts, submit and track the status of their cases, and view reports and dashboards.
Which solution should a consultant recommend?
Answer: B
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Universal Containers wants to provide its resellers a secure portal where they can share their customer
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Question 3
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Universal Containers wants Salesforce to suggest Knowledge articles to agents based oninformation about the case.Which solution should a consultant recommend?
Answer: B
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Universal Containers wants Salesforce to suggest Knowledge articles to agents based oninformation about the case.Which solution should a consultant recommend?
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Question 4
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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 5
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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