Salesforce CRT-261 Exam (page: 3)
Salesforce Certification Preparation for Service Cloud Consultant
Updated on: 25-Dec-2025

Viewing Page 3 of 41

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



Viewing Page 3 of 41



Share your comments for Salesforce CRT-261 exam with other users:

Nasir Mahmood 12/11/2023 7:32:00 AM

looks usefull
Anonymous


Jason 9/30/2023 1:07:00 PM

question 81 should be c.
CANADA


TestPD1 8/10/2023 12:22:00 PM

question 18 : response isnt a ?
EUROPEAN UNION


ally 8/19/2023 5:31:00 PM

plaese add questions
TURKEY


DIA 10/7/2023 5:59:00 AM

is dumps still valid ?
FRANCE


Annie 7/7/2023 8:33:00 AM

thanks for this
EUROPEAN UNION


arnie 9/17/2023 6:38:00 AM

please upload questions
Anonymous


Tanuj Rana 7/22/2023 2:33:00 AM

please upload the question dump for professional machinelearning
Anonymous


Future practitioner 8/10/2023 1:26:00 PM

question 4 answer is c. this site shows the correct answer as b. "adopt a consumption model" is clearly a cost optimization design principle. looks like im done using this site to study!!!
Anonymous


Ace 8/3/2023 10:37:00 AM

number 52 answer is d
UNITED STATES


Nathan 12/17/2023 12:04:00 PM

just started preparing for my exam , and this site is so much help
Anonymous


Corey 12/29/2023 5:06:00 PM

question 35 is incorrect, the correct answer is c, it even states so: explanation: when a vm is infected with ransomware, you should not restore the vm to the infected vm. this is because the ransomware will still be present on the vm, and it will encrypt the files again. you should also not restore the vm to any vm within the companys subscription. this is because the ransomware could spread to other vms in the subscription. the best way to restore a vm that is infected with ransomware is to restore it to a new azure vm. this will ensure that the ransomware is not present on the new vm.
Anonymous


Rajender 10/18/2023 3:54:00 AM

i would like to take psm1 exam.
Anonymous


Blessious Phiri 8/14/2023 9:53:00 AM

cbd and pdb are key to the database
SOUTH AFRICA


Alkaed 10/19/2022 10:41:00 AM

the purchase and download process is very much streamlined. the xengine application is very nice and user-friendly but there is always room for improvement.
NETHERLANDS


Dave Gregen 9/4/2023 3:17:00 PM

please upload p_sapea_2023
SWEDEN


Sarah 6/13/2023 1:42:00 PM

anyone use this? the question dont seem to follow other formats and terminology i have been studying im getting worried
CANADA


Shuv 10/3/2023 8:19:00 AM

good questions
UNITED STATES


Reb974 8/5/2023 1:44:00 AM

hello are these questions valid for ms-102
CANADA


Mchal 7/20/2023 3:38:00 AM

some questions are wrongly answered but its good nonetheless
POLAND


Sonbir 8/8/2023 1:04:00 PM

how to get system serial number using intune
Anonymous


Manju 10/19/2023 1:19:00 PM

is it really helpful to pass the exam
Anonymous


LeAnne Hair 8/24/2023 12:47:00 PM

#229 in incorrect - all the customers require an annual review
UNITED STATES


Abdul SK 9/28/2023 11:42:00 PM

kindy upload
Anonymous


Aderonke 10/23/2023 12:53:00 PM

fantastic assessment on psm 1
UNITED KINGDOM


SAJI 7/20/2023 2:51:00 AM

56 question correct answer a,b
Anonymous


Raj Kumar 10/23/2023 8:52:00 PM

thank you for providing the q bank
CANADA


piyush keshari 7/7/2023 9:46:00 PM

true quesstions
Anonymous


B.A.J 11/6/2023 7:01:00 AM

i can´t believe ms asks things like this, seems to be only marketing material.
Anonymous


Guss 5/23/2023 12:28:00 PM

hi, could you please add the last update of ns0-527
Anonymous


Rond65 8/22/2023 4:39:00 PM

question #3 refers to vnet4 and vnet5. however, there is no vnet5 listed in the case study (testlet 2).
UNITED STATES


Cheers 12/13/2023 9:55:00 AM

sometimes it may be good some times it may be
GERMANY


Sumita Bose 7/21/2023 1:01:00 AM

qs 4 answer seems wrong- please check
AUSTRALIA


Amit 9/7/2023 12:53:00 AM

very detailed explanation !
HONG KONG