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Certified Service Cloud Consultant Salesforce Certified Service cloud consultant (WI25)

Salesforce Certified Service cloud consultant (WI25)

Last Update Apr 24, 2025
Total Questions : 198

To help you prepare for the CRT-261 Salesforce exam, we are offering free CRT-261 Salesforce exam questions. All you need to do is sign up, provide your details, and prepare with the free CRT-261 practice questions. Once you have done that, you will have access to the entire pool of Salesforce Certified Service cloud consultant (WI25) CRT-261 test questions which will help you better prepare for the exam. Additionally, you can also find a range of Salesforce Certified Service cloud consultant (WI25) resources online to help you better understand the topics covered on the exam, such as Salesforce Certified Service cloud consultant (WI25) CRT-261 video tutorials, blogs, study guides, and more. Additionally, you can also practice with realistic Salesforce CRT-261 exam simulations and get feedback on your progress. Finally, you can also share your progress with friends and family and get encouragement and support from them.

Questions 2

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.

What Lightning Console feature should a Consultant configure to support this need?

Options:

A.  

Configure Omni-Channel Supervisor tab and 3rd party access.

B.  

Configure Live Agent Supervisor tab and Whisper Messages.

C.  

Add the Live Agent Component to the Utility bar.

D.  

Configure the SOS snap-in for the Lightning Service Console.

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Questions 3

A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.

Which configuration option should be verified?

Options:

A.  

verify that users have access to the Live Agent chat buttons.

B.  

Verify that users have access to the Live Agent public group.

C.  

Verify that users are assigned the Live Agent feature license.

D.  

Verify that users are assigned the Live Agent user profile.

Discussion 0
Questions 4

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.

What should be recommended for reliable, real-time support to customers with these restrictions?

Options:

A.  

Customer Community

B.  

Field Service Lightning

C.  

SOS Video Chat

D.  

Salesforce Knowledge

Discussion 0
Questions 5

Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.

How should a Consultant accomplish this?

Options:

A.  

Standard Email-to-Case with assignment rules

B.  

Lightning Email with web routing prioritization

C.  

Omni-Channel with prioritized queues

D.  

Standard Web-to-Case with assignment rules

Discussion 0
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