Most Recent Salesforce CRT-261 Exam Dumps

Prepare for the Salesforce Prepare for your Service Cloud Consultant Certification Exam exam with our extensive collection of questions and answers. These practice Q&A are updated according to the latest syllabus, providing you with the tools needed to review and test your knowledge.

QA4Exam focus on the latest syllabus and exam objectives, our practice Q&A are designed to help you identify key topics and solidify your understanding. By focusing on the core curriculum, These Questions & Answers helps you cover all the essential topics, ensuring you're well-prepared for every section of the exam. Each question comes with a detailed explanation, offering valuable insights and helping you to learn from your mistakes. Whether you're looking to assess your progress or dive deeper into complex topics, our updated Q&A will provide the support you need to confidently approach the Salesforce CRT-261 exam and achieve success.

The questions for CRT-261 were last updated on May 2, 2025.

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Question No. 1

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

AUse auto-response rules to send an email to the customer.

BUse Escalation Rules to assign the case to a case queue.

CUse Flow Builder to send an email to the customer.

Show Answer

Correct Answer: C

To survey customers for satisfaction after case closure, utilizing Flow Builder to automate the sending of survey emails is recommended. This solution allows for the creation of a customized workflow that triggers an email survey to the customer once a case is marked as closed, ensuring timely feedback collection and aiding in the continuous improvement of customer satisfaction.

Question No. 2

As part of a service improvement project, Cloud Kicks (CK) has implemented Knowledge

management for its support agents. Several months after the implementation, CK management

notices an inconsistency in reported customer satisfaction. Key performance Indicators (KPIs) show a

decrease; however, many customers have provided testimonials about great support experiences.

Which KPI could help explain the disparity?

AMeasure cases with and without articles attached with high CSAT scores.

BMeasure cases with and without articles attached with high net promoter scores (NPS),

CMeasure cases with and without articles attached based on case status.

Show Answer

Correct Answer: A

To understand the disparity in customer satisfaction reports, measuring cases with and without Knowledge articles attached, and correlating them with high Customer Satisfaction (CSAT) scores can provide insights. This KPI could reveal whether the use of Knowledge articles directly impacts customer satisfaction, helping to explain the inconsistency between KPIs and customer testimonials.

Question No. 3

Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours.

Which approach should a consultant implement?

AEstablish Case Assignment rules.

BCreate a Flow with a scheduled path.

CConfigure Case Escalation rules.

Show Answer

Correct Answer: C

Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.

Question No. 4

The support management team at Universal Containers has noticed an increase in wait times

over the last several months when customers call in for support.

What should a consultant recommend to help decrease customer wait times?

ASet up analytical snapshots to capture key case Information and create historical trending reports.

BCreate reports to analyze data in order to understand peak times and ensure adequate.

CCreate case escalation rules to route high-priority cases directly to supervisors for resolution.

Show Answer

Correct Answer: B

To decrease customer wait times, creating reports to analyze call volume and identify peak times is recommended. Understanding peak periods allows for strategic staffing and resource allocation, ensuring that enough agents are available to handle the increased volume, thus reducing customer wait times.

Question No. 5

Universal Containers (UC) is implementing Service Cloud. UC needs to reduce total case volume and the average amount of time spent by agents on cases.

Which solution meets these requirements?

AUse escalation rules to move cases into the correct status. Create reports to monitor service-level agreement (SLA) adherence.

BEnable agent chat functionality for customers. Disable the ability to log a case from the Experience Cloud site.

CPublish Knowledge articles to the Experience Cloud site, Enable the attachment of articles upon case closure.

Show Answer

Correct Answer: C

To reduce total case volume and average case handling time, publishing Knowledge articles on the Experience Cloud site and enabling agents to attach articles to cases upon closure is recommended. This approach empowers customers to find solutions independently, potentially reducing the number of incoming cases and assisting agents in resolving cases more efficiently by leveraging existing Knowledge content.

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