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Salesforce CRT-261 Exam
Certification Preparation for Service Cloud Consultant (Page 4 )

Updated On: 7-Feb-2026
Page 4 of 41
PDF with 258 Questions

Support Managers have requested the ability to provide real-time feedback to Agents during customer chat sessions.
What feature should a consultant configure to meet this requirement?

  1. Push Notifications
  2. Case Feed
  3. Omni-channel Supervisor
  4. Next Best Actions

Answer(s): C



The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.

Which two solutions should a consultant recommend?
Choose 2 answers

  1. Customer community
  2. Knowledge base
  3. Service cloud console
  4. Automatic call distribution

Answer(s): A,B



Universal Containers has an active presence on Twitter and Facebook. Customers' requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

  1. Social Persona for Twitter and Facebook.
  2. Social Media Marketing message tagging.
  3. Social Customer Service for Twitter and Facebook.
  4. Einstein Bot social queues.

Answer(s): C



A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management.
What is the recommended method to decrease the time it takes to close cases?

  1. Create Synonym Groups.
  2. Create Article Translation.
  3. Enable Suggested Articles.
  4. Add Data Category Groups.

Answer(s): C



Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online.

How should the consultant implement these requirements?

  1. Change the org-wide default for cases and contacts internal access to private.
  2. Update the case assignment rule to add the site member to the predefined case team.
  3. Create a sharing rule to share the contact record with the site member.
  4. Set up a sharing set to grant access based on the site member's contact record.

Answer(s): D






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