1. Home
  2. Salesforce
  3. CRT-261

Salesforce CRT-261 Online Practice Questions and Exam Preparation

CRT-261 Exam Details

  • Exam Code
    :CRT-261
  • Exam Name
    :Salesforce Certified Service Cloud Consultant (Service-Con-201)
  • Certification
    :Salesforce Certifications
  • Vendor
    :Salesforce
  • Total Questions
    :682 Q&As
  • Last Updated
    :May 30, 2026

Salesforce CRT-261 Online Questions & Answers

  • Question 311:

    UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?

    A. Partner portal
    B. Service Cloud portal (Customer Community)
    C. Enterprise admin
    D. Sites

  • Question 312:

    Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

    A. Allows Chatter Messenger to be used between agents
    B. Displays records and their related items as tabs on one screen
    C. Is available for users in the partner portal
    D. Indicates when records and lists are changed by others

  • Question 313:

    Universal Containers would like for article to be different channel for social interactions.

    What solution should a consultant recommend?

    A. Set up communication channel layouts in the object manager to use Insert Article into Social post.
    B. Set up insert Article into Social post and enable the customer community portal.
    C. Create a Chatter group and invite the customer to join with an external chatter user.
    D. Create a Visualforce page on the customer community portal.

  • Question 314:

    UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

    A. Track social sentiment across social media outlets
    B. Improve the training provided to existing agents
    C. Hire more agents for the contact centers
    D. Configure entitlements and milestones to enforce SLAs

  • Question 315:

    Universal Containers would like to set up Salesforce to automatically route cases to the appropriate service reps based on the following criteria:

    1.

    Cases are generated via email, web form, or Experience site.

    2.

    Service reps should be able to handle three cases at a time.

    3.

    Service reps should be able to choose whether to accept new cases.

    4.

    The service rep's manager should have insight into the rep's workload.

    Which tool should the administrator use to route cases based on the support team's requirements?

    A. Omni-Channel routing
    B. Case assignment rules
    C. Record-triggered Flow

  • Question 316:

    Solution for 15+ MB attachments, 10,000 email cases and 3,000 web cases.

    A. On-demand email to case
    B. On-demand email to case with sites
    C. Email to case with web to case
    D. Email to care with Site

  • Question 317:

    Which support channel requires the smallest amount of agent work time?

    A. Web to case
    B. Email to case
    C. Web self service
    D. Chat

  • Question 318:

    Universal Containers is implementing a call center using CTI (Computer-telephony integration).

    Which three items, at a minimum, must be implemented and deployed to ensure success?

    Choose 3 answers

    A. Configure call center definition
    B. Deploy Call Center Directory
    C. Install CTI adapter using open CTI
    D. Configure IVR auto response
    E. Assign users to a call center

  • Question 319:

    Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?

    A. Allow agents to create Knowledge articles when closing a case.
    B. Require agents to create Knowledge articles when opening a case.
    C. Add the Submit Feedback button to articles.
    D. Add the Submit Feedback button on the Solutions tab.

  • Question 320:

    Universal containers wants to implement Omni channel within service cloud for its representatives.

    What is the first step required to configure Omni channel?

    A. Contact salesforce to have Omni channel enabled.
    B. Enable Omni channel in setup.
    C. Assign users to the Omni channel feature license.
    D. Assign users to Omni channel permissions.

Related Exams:

Tips on How to Prepare for the Exams

Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only Salesforce exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your CRT-261 exam preparations and Salesforce certification application, do not hesitate to visit our Vcedump.com to find your solutions here.