Salesforce CRT-261 Questions: Fosters Your Exam Passing Abilities [2026]

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Valid CRT-261 Exam Test - CRT-261 Pass Exam

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Salesforce CRT-261 is a certification exam designed for professionals who want to validate their skills and knowledge in the field of Service Cloud. Certification Preparation for Service Cloud Consultant certification exam is intended for individuals who have extensive experience in implementing Service Cloud solutions and are looking to validate their expertise in this area. By passing CRT-261 Exam, candidates can demonstrate their ability to design and implement Service Cloud solutions that meet the needs of their clients.

Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q147-Q152):

NEW QUESTION # 147
Cloud Kicks (CK) wants to correlate its Customer Satisfaction ratings to service center call metrics, CK has identified Average Speed of Answer as a leading indicator to predict Customer Satisfaction.
What should the consultant explain about Average Speed of Anwer?

A. It captures the same informaion as First Call Resolution.
B. It is askewed by calls that are quickly answered
C. It is the typical experience of a caller.
D. It includes blocked and abandoned calls.

Answer: D

NEW QUESTION # 148
UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

A. Automatic call distributor and interactive voice response
B. Average handling time and first call resolution time
C. Agent skill-based routing and predictive dialer
D. Workforce management and customer satisfaction score

Answer: A

NEW QUESTION # 149
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?

A. Enable Knowledge User for Service Agents.
B. Use Smart Link to Article to select the prior version.
C. Use the Clone option to create a new article.
D. Select Flag as new version' checkbox when publishing.

Answer: D

Explanation:
Explanation
When you edit an article in Salesforce Knowledge, you can choose to flag it as a new version when you publish it. This option creates a new version of the article with a new version number and keeps the previous version in an archived state. The archived version is still associated with the closed cases that it was attached to, while the new version is available for future cases. This way, you can see that a prior article version was associated with the closed cases. Verified References: [Flag an Article as a New Version When You Publish It]

NEW QUESTION # 150
The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?

A. Enable the Support Process for default email templates
B. Enable the support setting for default email templates
C. Implement Email-To-Case
D. Implement Quick Text
E. Implement Macros

Answer: B,D,E

NEW QUESTION # 151
Ursa Major Solar's support department would like to implement an entitlement process to ensure customers receive the appropriate support based on their service level agreements (SLAs) Which two features need to be configured as part of the implementation?
Choose 2 answers

A. Workflow Actions
B. Assignment Rule
C. Milestones
D. Escalation Rule

Answer: C,D

Explanation:
Milestones and Escalation Rules are two features that need to be configured as part of the entitlement process implementation. Milestones are time-dependent steps that represent required service levels, such as first response time or resolution time. Escalation Rules are actions that occur when a milestone is violated, such as sending an email alert or reassigning the case. Verified References: : Milestones : : Escalation Rules

NEW QUESTION # 152
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Salesforce CRT-261 Questions: Fosters Your Exam Passing Abilities [2026]

Valid CRT-261 Exam Test - CRT-261 Pass Exam

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