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: Jan 29, 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

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 3

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asi

a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.

Which approach should a consultant recommend in this scenario?

A : Assign a global team of experienced agents and leaders to create a common design template and report structure.

B : Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C : Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D : Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Answer: A

Question 4

Support managers have requested the ability to provide real-time feedback to agentsduring customer chat sessions.Which feature should a consultant configure to meet this requirement?

A : Chatter

B : Omni-Channel Supervisor

C : Flow Orchestrator

Answer: B

Question 5

Universal Containers wants to implement a new Experience Cloud site to support its customers. It hasprovided the following requirements:• Ability for visitors to search Knowledge articles without registering or logging in• Ability for over 1 million registered customers to securely submit cases and view the status of those cases• Ability for registered customers to save favorite Knowledge articles for easy access later

A : Implement a Customer Account Portal experience.

B : Implement a Help Center experience.

C : Implement a Microsite (LWR) experience.

Answer: A

Page: 1 / 59

Total 291 Questions | Updated On: Jan 29, 2026

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