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CRT-261 dumps questions answers

Salesforce CRT-261 Dumps

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Salesforce Certified Service cloud consultant (WI24)
Last Update: Feb 20, 2024
198 Questions with Explanation
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Salesforce Certified Service cloud consultant (WI24) Questions and Answers

Questions 1

A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts.

Which feature will help the support agent send this question to the right group of people?

Choose one answer



Mass email


Chatter groups


Public groups


Escalation rule

Questions 2

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.

Which approach should be used for the data migration?



Prepare, Plan, Test, Execute, Validate


Plan, Prepare, Test, Execute, Validate


Prepare, Plan, Validate, Execute, Test


Plan, Prepare, Validate, Execute, Test

Questions 3

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?



Standard Email-to-Case with assignment rules


Lightning Email with web routing prioritization


Omni-Channel with prioritized queues


Standard Web-to-Case with assignment rules