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  • CRT-261: Prepare for your Service Cloud Consultant Certification Exam

Salesforce CRT-261 Exam Questions

Exam Name: Prepare for your Service Cloud Consultant Certification Exam
Exam Code: CRT-261
Related Certification(s): Salesforce Service Cloud Consultant Certification
Certification Provider: Salesforce
Actual Exam Duration: 720 Minutes
Number of CRT-261 practice questions in our database: 177 (updated: Mar. 20, 2025)
Expected CRT-261 Exam Topics, as suggested by Salesforce :
  • Topic 1: Explain the considerations for data migration and data quality/ Explain the factors that influence key contact center metrics, KPIs, and business challenges
  • Topic 2: Explain the use cases and benefits for different interaction channels/ Identify the benefits of a knowledge base
  • Topic 3: Compare and contrast the different types of contact centers and their business drivers (Help Desk, Product support, Telesales, Service, Field service/depot repair, B2C, B2B, etc.)
  • Topic 4: Given a scenario, determine how to facilitate a successful consulting engagement (plan, gather requirements, design, build, test, and document)
  • Topic 5: Given a scenario, determine appropriate contact center licensing and deployment strategies
  • Topic 6: Given a scenario, analyze customer requirements to determine an appropriate solution design considering capabilities, limitations, and design trade-offs
  • Topic 7: Distinguish the key components that contribute to performance optimization within a design
  • Topic 8: Given a scenario, understand the use cases and benefits for implementing CTI, Communities, and Field Service Lightning
  • Topic 9: Explain the knowledge article lifecycle including creation, publishing, consumption, and feedback
  • Topic 10: Given business process requirements, determine the appropriate approach to manage Knowledge adoption and maintenance
  • Topic 11: Given a set of requirements, determine how to configure data categories, article types, articles, and publishing workflow
  • Topic 12: Understand the key factors to consider when implementing a Knowledge data migration strategy
  • Topic 13: Given a scenario, describe the considerations when migrating from Knowledge to Lightning Knowledge
  • Topic 14: Describe the use cases and functionality for each interaction channel (communities, mobile, phone, email, web, chat, SOS/video channel, and social media.)
  • Topic 15: Given business process requirements, determine the appropriate approach to case submission/ Explain the use cases and considerations for common Service Cloud Integrations
  • Topic 16: Explain the design considerations (user interface, user profiles, objects to expose, sharing model, reporting, etc.) and best practices when configuring an interaction channel solution (mobile, phone, email, web, chat, or social media). Given a set of requirements, design a case management solution from case creation to closure including case assignment, case escalation, case resolution, and case disposition. Describe the relationships between cases and other areas such as assets, entitlements, work orders, Communities, Live Agent, and Knowledge. Given a set of KPIs, determine the appropriate case management solution/ Identify use cases and capabilities of Social Customer Service
  • Topic 17: Explain the capabilities, use cases, and how to configure the service entitlements and milestones in Salesforce. Explain the use cases, capabilities, and limitations of Flow important to case management. Explain the use cases, capabilities, and limitations of Service Cloud automation (Flow, process builder, quick actions, macros, quick text). Given a set of desired metrics, determine the appropriate reporting solution, taking into account data sources, data volume, and various contact center technologies (ACD, IVR, PBX, etc.). Given a scenario, evaluate the considerations when designing reports and dashboards to serve different stakeholders (agents, supervisors, managers, executives). Given a scenario, identify the appropriate Service Console features to meet the business need
  • Topic 18: Explain how different Service Console features work together to deliver business value
  • Topic 19: Given a set of business requirements, describe how a feature should be implemented
Disscuss Salesforce CRT-261 Topics, Questions or Ask Anything Related
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Ernie

19 days ago
Service Cloud Consultant exam conquered! Couldn't have done it without Pass4Success's relevant practice questions.
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Malika

2 months ago
Passed on my first try! Pass4Success's materials made all the difference in my short preparation time.
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Olen

2 months ago
I passed the Salesforce Service Cloud Consultant Certification Exam, and the Pass4Success practice questions were a big help. A question that I found challenging was about Knowledge Management, particularly the best practices for maintaining the accuracy and relevance of knowledge articles. Despite my uncertainty, I passed the exam.
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Ligia

3 months ago
Pass4Success came through! Their exam questions were crucial for my Service Cloud Consultant success.
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Justine

3 months ago
Excited to share that I passed the Salesforce Service Cloud Consultant Certification Exam. The Pass4Success practice questions were crucial. One difficult question was about Industry Knowledge, specifically the key trends in customer service that are shaping the industry. I wasn't completely confident in my answer, but I passed nonetheless.
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Fernanda

4 months ago
Aced the exam thanks to Pass4Success! Their practice tests were incredibly similar to the real thing.
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Daniel

4 months ago
I successfully passed the Salesforce Service Cloud Consultant Certification Exam, and the Pass4Success practice questions were a great help. There was a question about Strategies for Deployment, asking for the best approach to minimize downtime during a major update. I was unsure of the exact steps, but I still passed the exam.
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Nell

4 months ago
Thrilled to announce that I passed the Salesforce Service Cloud Consultant Certification Exam. The Pass4Success practice questions were invaluable. One question that puzzled me was about Implementation Strategies, specifically the steps to take when transitioning from a legacy system to Salesforce. I wasn't certain about the sequence, but I managed to pass.
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Renay

4 months ago
Passed the exam with flying colors! Final tip: Pay attention to change management and user adoption strategies for Service Cloud implementations. The exam tests your consulting skills too!
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Britt

5 months ago
Service Cloud Consultant certified! Pass4Success's questions were a lifesaver for last-minute prep.
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Truman

5 months ago
I passed the Salesforce Service Cloud Consultant Certification Exam, thanks to the Pass4Success practice questions. A question that caught me off guard was about Managing the Knowledge base. It asked how to effectively categorize and tag articles for easy retrieval, and I wasn't entirely sure of the best practices. Still, I made it through!
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Vicki

5 months ago
That's great to hear. Any final advice for future test-takers?
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Stanford

5 months ago
Happy to share that I passed the Salesforce Service Cloud Consultant Certification Exam. The Pass4Success practice questions really made a difference. One challenging question was about integrating third-party applications with Salesforce. It asked for the best approach to ensure data consistency and security, which had me second-guessing my response. Nevertheless, I passed!
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Jerrod

6 months ago
Whew, that exam was tough! Grateful for Pass4Success's materials - they really helped me prepare quickly.
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Martina

6 months ago
Focus on real-world scenarios and how to apply Service Cloud concepts. The exam tests your ability to design solutions, not just memorize facts. Good luck to all future consultants!
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Lezlie

6 months ago
Just cleared the Salesforce Service Cloud Consultant Certification Exam! The Pass4Success practice questions were a lifesaver. There was a tricky question about Contact Center Analytics, specifically on how to measure agent performance using key metrics like Average Handle Time and First Call Resolution. I wasn't confident about my answer, but I still succeeded.
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Shanda

6 months ago
Just passed the exam! Final tip: Understand how to use Salesforce Connect to integrate external data sources with Service Cloud. Pass4Success materials were invaluable for this topic.
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Wenona

6 months ago
I recently passed the Salesforce Service Cloud Consultant Certification Exam, and I must say, the Pass4Success practice questions were incredibly helpful. One question that stumped me was about the best practices for setting up a Service Console to optimize agent productivity. It asked about the key components to include in the console layout, and I wasn't entirely sure of the correct configuration. Despite this, I managed to pass the exam!
upvoted 0 times
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Belen

7 months ago
Just passed the Service Cloud Consultant exam! Thanks Pass4Success for the spot-on practice questions.
upvoted 0 times
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Royce

7 months ago
Passing the Salesforce Service Cloud Consultant Certification Exam was a great achievement for me, and I attribute my success to using Pass4Success practice questions. The exam covered topics such as key contact center metrics, KPIs, and business challenges. One question that I remember was about the benefits of a knowledge base. Although I was unsure of the answer at the time, I still passed the exam.
upvoted 0 times
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Tegan

8 months ago
Successfully certified as a Service Cloud Consultant! The exam had several questions on Knowledge Management. Be ready to compare and contrast different article types and their use cases. Pass4Success's exam prep materials were invaluable for covering these topics thoroughly.
upvoted 0 times
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Dominga

8 months ago
Passed the Service Cloud Consultant exam with flying colors! A key focus was on Service Console customization. Expect scenario-based questions on optimizing agent workspace layouts. Brush up on custom console components. Pass4Success's practice tests really helped me master these concepts in a short time.
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Margurite

8 months ago
My exam experience was successful as I passed the Salesforce Service Cloud Consultant Certification Exam using Pass4Success practice questions. The exam included questions on the benefits of a knowledge base and different interaction channels. One question that I found challenging was about the considerations for data migration and data quality. Despite my uncertainty, I was able to pass the exam.
upvoted 0 times
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Dean

9 months ago
Just passed the Service Cloud Consultant exam! Thanks to Pass4Success for the spot-on practice questions. A key focus was on case management processes. Expect scenario-based questions on case assignment rules and escalation. Make sure you understand how to optimize case routing and SLAs. The exam was challenging, but with proper preparation, it's definitely achievable.
upvoted 0 times
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Felicia

9 months ago
I recently passed the Salesforce Service Cloud Consultant Certification Exam with the help of Pass4Success practice questions. The exam covered topics such as data migration, data quality, key contact center metrics, and interaction channels. One question that stood out to me was related to the factors that influence key contact center metrics. I was unsure of the answer, but I still managed to pass the exam.
upvoted 0 times
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Carlton

10 months ago
Just passed the Service Cloud Consultant exam! One tricky area was Case Management - expect questions on case assignment rules and escalation processes. Study the different automation options. Thanks to Pass4Success for the spot-on practice questions that helped me prepare quickly!
upvoted 0 times
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Free Salesforce CRT-261 Exam Actual Questions

Note: Premium Questions for CRT-261 were last updated On Mar. 20, 2025 (see below)

Question #1

Service agents have reported that the Lightning Service Console is too crowded which makes it difficult to find the information they need. After reviewing the agents' console use, a consultant has determined that all configured features are required.

Given this scenario, which solution should a consultant suggest to improve the efficiency for console users?

Reveal Solution Hide Solution
Correct Answer: C

Given that all features in the Lightning Service Console are required but users find it too crowded, creating multiple console layouts tailored to different user roles or tasks is recommended. This allows for the customization of the console's interface to display only the most relevant information and tools for each specific use case, improving efficiency and usability for console users.


Question #2

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

Reveal Solution Hide Solution
Correct Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.


Question #3

Service agents at Cloud Kicks frequently encounter duplicate cases from the same customers in different channels.

Management would like to provide a method for service agents to handle duplicates and delete one of the cases.

Which action should a consultant recommend?

Reveal Solution Hide Solution
Correct Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


Question #4

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

Reveal Solution Hide Solution
Correct Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.


Question #5

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

Reveal Solution Hide Solution
Correct Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.


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