Exam CRT-261 Topic 15 Question 101 Discussion
Actual exam question for Salesforce's CRT-261 exam
Question #: 101
Topic #: 15
Question #: 101
Topic #: 15
Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Which two features should a consultant integrate into the Service Console? Choose 2 answers
Suggested Answer: B,D Vote an answer
Explanation
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
Interaction Log and Path for Cases are features that a consultant should integrate into the Service Console to assist agents with a standardized agent-customer dialog. Interaction Log is a component that allows agents to log notes and activities related to a record, such as calls, emails, tasks, or events. Agents can use the Interaction Log to capture important information from their conversations with customers and track their actions. Path for Cases is a feature that allows agents to see where they are in the process of resolving a case and what steps they need to take next. Path for Cases displays key fields and guidance for each stage of the case lifecycle, such as New, Working, Escalated, or Closed. Agents can use Path for Cases to follow a consistent and effective support process. Verified References: Service Cloud Consultant Certification Guide & Tips, Use the Interaction Log Component, Set Up Path for Cases
by Norton at May 30, 2026, 07:27 AM
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