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  3. CRT-261

Salesforce CRT-261 Exam (page: 6)
Salesforce Certification Preparation for Service Cloud Consultant
Updated on: 15-Feb-2026

Viewing Page 6 of 41
CRT-261 PDF 258 Questions

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

  1. Salesforce Console
  2. Entitlements and Milestones
  3. Case Escalation
  4. Case Assignment

Answer(s): B



A Service Rep transfers a Live Agent Chat to another Rep.

Which two things will happened?

  1. The Customer is shown the new Rep's name
  2. Both Service Reps can chat with the customer
  3. The chat transcripts and case are transferred
  4. The Customer doesn't know they were transferred

Answer(s): A,C



Universal Containers (UC) wants to automate the process of case creation.
While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

  1. Web-to-Case
  2. Outlook Integration
  3. Email-to-Case
  4. On-Demand Email-to-Case

Answer(s): C



Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

  1. Visual Studio Code and change sets
  2. Mass Transfer Records, change sets, and Visual Studio Code
  3. Visual Workflow, data loader, and Force.com IDE
  4. Data loader, change sets, and Force.com Excel Connector

Answer(s): A



A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

  1. Create Knowledge Articles and publish internally and publicly.
  2. Configure IVR routing to bypass Tier 1 for the product line.
  3. Configure Omni-channel to assign cases directly to Tier 2.
  4. Create a dashboard to track and manage call volumes by type.

Answer(s): A



Viewing Page 6 of 41



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