Free Salesforce CRT-261 Exam Questions

Become Salesforce Certified with updated CRT-261 exam questions and correct answers

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Total 291 Questions | Updated On: Aug 03, 2026

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Question 1

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom 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?

A : Change the HTML format first to support subfields.

B : Create an HTML file for each rich text area field.

C : Modify the import parameters to specify HTML encoding.

Answer: B

Question 2

Universal Containers wants Salesforce to suggest Knowledge articles to agents based oninformation about the case.Which solution should a consultant recommend?

A : Add the Knowledge object to global search objects.

B : Add the Knowledge component on the case Lightning record page.

C : Add the Knowledge related list to the case page layout.

Answer: B

Question 3

Universal Containers (UC) is configuring a self-service page for customers to find Knowledgearticles and create cases. UC has recently requested that an Einstein Bot be placed on the page, butwants to ensure that the bot only directs cases to live agents during normal business hours andobserves holidays.How should a consultant meet this requirement?

A : Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B : Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C : Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

Answer: C

Question 4

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how longeach case is owned by each team before it gets resolved.Which report should the Service Cloud Consultant use for this requirement?

A : Cases with Historical Trending report

B : Case Lifecycle report

C : Case with Milestone report

Answer: B

Question 5

A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.

Which three measures satisfy this requirement? Choose 3 answers

A : customer satisfaction Survey

B : Customer Purchase History

C : Customer Support Requests

D : Net promoter Score

E : Service Level Agreement

Answer: A,B,D

Page: 1 / 59

Total 291 Questions | Updated On: Aug 03, 2026

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