Vendor: Salesforce
Exam Code: SERVICE-CLOUD-CONSULTANT
Exam Name: Salesforce Certified Service Cloud Consultant (Service-Con-201 | CRT-261)
Certification: Salesforce Certifications
Total Questions: 682 Q&A
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Updated on: Jun 19, 2026
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The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
A. Measure and reward agents based on the number of new articles submitted for approval.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Create a dashboard that includes articles submitted by agents and approved for publication.
D. Require agents to check a box on the case when submitting a new suggested article.
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. Which two reports should the contact center manager present to executive management? Choose 2 answers
A. Number of cases closed by self-service users.
B. Average call handle time by team.
C. Number of Knowledge articles created each month.
D. Number of cases created using Communities by month.
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI
The following table comprehensively analyzes the quality and value of Salesforce Certifications SERVICE-CLOUD-CONSULTANT exam materials.