Question 21

Question

[Service Cloud Solution Design]
Cloud Kicks has recently started using Entitlements within its support process. Service agents are
selecting entitlements with similar names that
are incorrectly associated with the account assigned on the case.
What should a consultant recommend to meet the requirements and help service agents?

Accepted Answer

Enable lookup filters.

Drew S. · Answer

A , lookup filters actually block the wrong entitlement choices for agents so that fits the requirement best.

Taylor Z. · Answer

C/A? I get why B is tempting for making things faster, but it doesn't actually prevent agents from selecting the wrong entitlement. Lookup filters (A) target the root problem by filtering based on account. Not 100% but feels right-anyone disagree?

Parker I. · Answer

Its A here. Lookup filters can keep agents from picking the wrong entitlement by only showing valid ones based on the account. Not totally sure but remember seeing a similar question in practice sets.

Sara F. · Answer

A , lookup filters actually prevent agents from picking entitlements not tied to the account. B just makes things faster but doesn't stop mistakes. Pretty sure that's what the question wants, but open to other thoughts.

Layla C. · Answer

A is the right choice because lookup filters let you restrict which entitlements agents can select, so they won't accidentally pick one that isn't tied to the account on the case. Quick Actions (B) help with speed but don't enforce accuracy. I think this matches what Salesforce wants for data integrity. Anyone see a scenario where B would be better?

Service Cloud Consultant CRT-261 Real Exam Questions [October 2026 Update] Quiz

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