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

A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.

What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

A : Validation Rules

B : Einstein Next Best Action

C : Service Analytics Predictions

D : Einstein Reply Recommendations

Answer: D

Question 2

Universal Containers (UC) has regional contact centers around the world. UC hasimplemented Service Cloud with the organization wide default for Cases set to Private. The UC rolehierarchy is set up by region. Support managers want to see support metrics for their region bydefault. UC needs a scalable solution.Which strategy should a consultant recommend?

A : Create a dashboard using Reporting Snapshots.

B : Create a dashboard for each support manager.

C : Create a Dynamic Dashboard.

Answer: C

Question 3

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 4

Cloud Kicks use a Console App to support users. Service agents open an Account workspace tab and multiple subtabs for the Case, Contact and service Contract. Service agents would like to share links to recently opened subtabs with other users to swarm on cases.

What should a consultant recommend to meet the requirements?

A : Recent Items set to Account object.

B : Hitory Utility in the Utility bar.

C : Actions & Recommendations component.

D : Screen flow launched from a global action.

Answer: A

Question 5

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.What should the consultant recommend to decrease case closure time?

A : Add data category groups.

B : Create synonym groups.

C : Enable Suggested Articles.

Answer: C

Page: 1 / 59

Total 291 Questions | Updated On: Mar 13, 2026

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