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Salesforce CRT-261 Practice Test Questions Answers

Exam Code: CRT-261 (Updated 196 Q&As with Explanation)
 Exam Name: Salesforce Certified Service Cloud Consultant (Service-Con-201)
 Last Update: 26-Aug-2025
 Demo:  Download Demo

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Questions Include:

  • Single Choice: 196 Q&A's

    • CRT-261 Overview

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    CRT-261 Questions and Answers

    Question # 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?

    A.

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

    B.

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

    C.

    Use Flow Builder to send an email to the customer.

    Question # 2

    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?

    A.

    Train on keyboard shortcuts.

    B.

    Prepare macros.

    C.

    Create multiple console layouts.

    Question # 3

    A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

    What is the first step the consultant should take to address the issue?

    A.

    Document the gap in requirements and discuss the schedule and budget impact with the project team.

    B.

    Send a change order to the client to account for the additional budget requirements.

    C.

    Incorporate the additional requirements into the project scope and continue with the original project schedule.

    Question # 4

    Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way to reduce customers’ wait times and enable agents to handle more inquiries at a time.

    Which feature should a consultant recommend?

    A.

    Case auto-response rule

    B.

    OmniStudio

    C.

    Salesforce Chat

    Question # 5

    Universal Containers wants to allow customers to send messages to agents in Service

    Console via their preferred mobile app.

    Which feature should a consultant recommend?

    A.

    Einstein Bots

    B.

    OmniStudio

    C.

    Messaging

    Free CRT-261 Salesforce Exam Questions 6 to 25
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    Free CRT-261 Salesforce Exam Questions 46 to 63

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    Jul 3, 2025
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    Jul 8, 2025
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