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Salesforce Certified Service Cloud Consultant CRT-261 Question # 48 Topic 5 Discussion

CRT-261 Exam Topic 5 Question 48 Discussion:
Question #: 48
Topic #: 5

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases such as

password resets and order inquiries. In order to reduce the number of cases created, CK wants to

provide customer self-service in the following channels: web, SMS, Facebook Messenger, and

WhatsApp.

What is the recommended case deflection solution?
A.

Chat for Web and In-App

B.

Digital Engagement Messaging

C.

Social Customer Service

D.

Einstein Bo

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Actual exam question for Salesforce CRT-261 exam by Orin4520 at May 1, 2026, 3:05:55 PM

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