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: Mar 13, 2026

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Question 1

Cloud Kicks recently deployed an Omni-Channel implementation. A set of service agents that handle securityrelated issues have complained that case records are being routed to them incorrectly.What should a consultant do first to validate that the Omni-Channel implementation is routing correctly?

A : Open the relevant record being routed.

B : Debug Omni-Channel routing from Setup

C : Open the Omni-Channel Supervisor tab.

Answer: C

Question 2

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 3

Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responsesto customer inquiries by leveraging their vast repository of internal knowledge articles, which includes bothstructured fields and unstructured text.How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responsesusing this company's data?

A : Map specific fields from Knowledge articles to predefined questions.

B : Use Agentforce Data Library with Knowledge to ground the AI agent.

C : Use the LLM's global Knowledge data set to restructure UC's data.

Answer: B

Question 4

Universal Containers wants to allow customers to send messages to agents in ServiceConsole via their preferred mobile app.Which feature should a consultant recommend?

A : Einstein Bots

B : OmniStudio

C : Messaging

Answer: C

Question 5

An organization has requested guidance on how to delete customers’ personal data when they are no longerassociated with the company to stay compliant with global data protection andprivacy regulations.Which solution should the consultant recommend to meet the requirement?

A : Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B : Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C : Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Answer: B

Page: 1 / 59

Total 291 Questions | Updated On: Mar 13, 2026

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