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Salesforce CRT-261 Exam
Certification Preparation for Service Cloud Consultant (Page 3 )

Updated On: 7-Feb-2026
Page 3 of 41
PDF with 258 Questions

A manager would like information on the knowledge base searches conducted by customers and call center agents.
Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answers

  1. Knowledge search query with no results.
  2. Knowledge articles with the lowest rating.
  3. Number of knowledge articles in each data category.
  4. Knowledge articles created by call center agents.

Answer(s): A,B



Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
· Agents need to collaborate with other teams.
· The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

  1. Use Process Builder for notifications and case teams to monitor cases.
  2. Use Process Builder for notifications and account teams to monitor cases.
  3. Use escalation rules for notifications and account teams to monitor cases.
  4. Use escalation rules for notifications and case teams to monitor cases.

Answer(s): A



A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

  1. Number of calls offered
  2. Agent utilization
  3. Quality monitoring score
  4. Schedule adherence

Answer(s): B,D



Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

  1. omni Channel
  2. Contact Request
  3. Field Service
  4. Mobile Connect

Answer(s): C



Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

  1. Define case auto-response rules.
  2. Estabalish case assignment rules.
  3. Use Flow Builder to create a flow with scheduled path.
  4. Configure case escalation rules.

Answer(s): D



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