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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
[Knowledge Management]

Which approach should a consultant use to ensure that Lightning Knowledge searches only display articles for a service agent's product specialization?
Options
A Create a permission set for each record type. Assign permissions to service agents.
B Create a data category for each product. Assign data categories to service agents.
C Create an article action for each record type. Assign record types to service agents.
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2
Question
[Contact Center Analytics]

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?
Options
A The report must contain a chart.
B The report must be used on a Dashboard.
C The report must have a standard Report Type.
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3
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.
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4
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.
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5
Question
[Service Cloud Solution Design] Universal Containers (UC) wants to improve case management by assigning cases to agents based on their relevant product specialization. UC also wants to automatically assign agents to the next case to evenly distribute the case workload.

Which Omni-Channel feature meets the requirements?
Options
A Use the agents’ Presence Status.
B Use the most available routing model.
C Use Most Cases Closed report.
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