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Certification Preparation for Service Cloud Consultant (CRT-261) - Salesforce Exam Questions

Last updated on June 20, 2026

97% Exam Compliance
197 Total Questions
1
Question
[Case Management] Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases

where they are listed as the contact, including cases created by the their behalf. support team on

What should a consultant recommend to meet the requirement?
Options
A A sharing rule to ensure record access is granted based on the Experience Cloud site user role
B A sharing set to grant the Experience Cloud site user access to records associated to their Contact record hierarchy
C An organization-wide default of Public Read/Write on the Case object
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2
Question
[Interaction Channels] Universal Containers requires that users have the ability to view specific cases, as determined by the Product Type field on the case. When a case is created or closed, an email should be sent only to users who have access to the case.

Which feature should a consultant recommend to meet these requirements?
Options
A Account teams
B Case teams
C Case swarms
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3
Question
[Knowledge Management] Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles
from another knowledge base. The current knowledge base includes how-to guides written in HTML.

What is the recommended method to import the how-to guides into Salesforce Knowledge?
Options
A Create an HTML file for each rich text area field.
B Change the HTML format first to support subfields.
C Modify the import parameters to specify HTML encoding.
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4
Question
[Industry Knowledge] Universal Containers (UC) wants to deploy Service Cloud to 100 contact centers located across North America, Europe, and Asi
Options
A Request that the VP of worldwide support design a standard report template to provide a clear vision,
B Assign a global team of experienced analysts to create a standard report template.
C Ask leadership, management, and agents in all regions to vote on the standard report template.
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5
Question
[Case Management] Cloud Kicks customers need a method to create cases without a login. Managers are concerned that public options will increase the number of spam cases created.

What is the recommended option to prevent the creation of spam cases?
Options
A Web-to-Case with reCAPTCHA enabled
B Web-to-Case with Einstein Case Classification
C On-Demand Email-to-Case Threading
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