Expert Answers to Salesforce Exam CRT-261 Questions

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Certified Service Cloud Consultant Salesforce Certified Service Cloud Consultant (Service-Con-201)

Salesforce Certified Service Cloud Consultant (Service-Con-201)

Last Update Mar 22, 2026
Total Questions : 196

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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:

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

Configure Live Agent Supervisor tab and Whisper Messages.

Add the Live Agent Component to the Utility bar.

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

Discussion 0

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:

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

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

Verify that users are assigned the Live Agent feature license.

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:

Customer Community

Field Service Lightning

SOS Video Chat

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:

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

Discussion 0

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2026-02-16

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