Download Salesforce Certified Service Cloud Consultant.CRT-261.ExamTopics.2025-12-21.98q.vcex

Vendor: Salesforce
Exam Code: CRT-261
Exam Name: Salesforce Certified Service Cloud Consultant
Date: Dec 21, 2025
File Size: 60 KB
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Demo Questions

Question 1
Milestones can be added to which two Object types? (Choose two.)
  1. Account
  2. Work Order
  3. Case
  4. Service
Correct answer: BC
Question 2
Cloud Kicks uses the Service Console and work items to route cases to available agents. Service agents need a way to see work they have accepted and incoming items.
Which feature should a Service Cloud consultant recommend?
  1. Omni-Channel Utility widget
  2. Global Shared Macro
  3. Actions & Recommendations component
  4. Personalized navigation menu
Correct answer: A
Question 3
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Role?
  1. Private
  2. Visible in Portal
  3. Read Only
  4. Read/Write
Correct answer: D
Question 4
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle.
Which reporting solution should be recommended?
  1. Create a report using the Case Age report type.
  2. Create a report using the Case Historical Trending report type.
  3. Create a report using the Case Snapshot report type.
  4. Create a report using the Case Lifecycle report type.
Correct answer: D
Question 5
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Knowledge Articles displayed on the Case record page.
How should a consultant configure this requirement?
  1. Add the Knowledge related list to the Case record page.
  2. Add the Knowledge tab to the Service Console.
  3. Add the Knowledge Component to the Case record page.
  4. Add Knowledge Data Categories to each Case.
Correct answer: C
Question 6
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. On-Demand Email-to-Case
  2. Email-to-Case
  3. Web-to-Case
  4. Outlook Integration
Correct answer: B
Question 7
Cloud Kicks recently deployed an Omni-Channel implementation in Lightning. A set of service agents that handle security-related issues have complained that Case records are not being routed to them correctly.
What are three necessary steps to test that the Omni-Channel implementation is routing correctly? (Choose three.)
  1. Enable Debug Omni-Channel routing configuration in Setup.
  2. Open the Omni-Channel Supervisor tab.
  3. Log in as a user who is enabled for Omni-Channel access.
  4. Open the record you want to route.
  5. Change the owner to a queue associated with the routing configuration.
Correct answer: BCD
Question 8
Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specified amount of time.
What approach should a consultant recommend to meet these requirements?
  1. Use Process Builder with Scheduled Actions.
  2. Enable Omni-Channel Routing.
  3. Configure Case Escalation Rules.
  4. Define Entitlements and Milestones.
Correct answer: D
Question 9
After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.
How should a consultant correct this problem?
  1. Add Authors to the FAQ Data Category.
  2. Set Articles Org Wide Default to Public ReadWrite.
  3. Grant Authors access to the FAQ record type.
  4. Grant Authors access to the FAQ article type.
Correct answer: C
Question 10
Universal Containers recently implemented Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem?
  1. Configure Case Assignment Rules to use Queues.
  2. Configure Omni-Channel Routing Model as Least Active.
  3. Configure Case Assignment Rules to use Users.
  4. Configure Omni-Channel Routing Model as Most Available.
Correct answer: D
Question 11
Cloud Kicks is preparing to deploy Omni-Channel Routing to dispatch work items to service agents. The Head of Service wants to know what should be done during high-volume incidents where over 200,000 cases are opened.
What should a consultant recommend as a solution?
  1. Use a Most Available Routing Model which will assign to the agent that will be available next.
  2. Set Work Item Size to Percentage of Capacity to only consume part of an agent's availability.
  3. Configure an Overflow Assignee with a user or queue outside the routing configuration.
  4. Use a Least Active Routing Model which will assign to the agent that is the least over capacity.
Correct answer: C
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