Logo ExamsQA
Exit
Official Bank 0/197

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
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

2
Question
[Industry Knowledge] Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?
Options
A Use case auto-response rules to send an email to support managers within 1 hour of case creation.
B Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
C Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

3
Question
[Knowledge Management] Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system. Many of the how-to articles include images that need to be transferred.

What should a consultant consider when moving these images into Salesforce Knowledge?
Options
A Ensure each image is less than 25 MB.
B Add images to an HTML file.
C Change all images to JPEG files.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

4
Question
[Knowledge Management] A company is planning for the migration of an existing external knowledge base into Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?
Options
A Last modified date and terms searched frequently in the last year
B Original creation date and total number of article views in the last year
C Last modified date and total number of article view in the last year
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

5
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.
Discussion (0 comments)

to join the discussion

Community Discussion

No discussions yet. Be the first to ask!

Finish Practice?

Are you sure you want to finish? This will end your practice session.