Free CRT-261: Certification Preparation for Service Cloud Consultant Exam Questions and Answers
61 verified practice questions for CRT-261.
The first 10 questions on this page are free to read, answers included — no account and no card. A plan opens the rest of the bank, the full timed practice test and your weak-topic reporting.
Last updated: September 19, 2026
- Exam code
- CRT-261
- Provider
- Salesforce
- Questions in our bank
- 1000+
- Free to read
- First 10, with answers
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- 130 mins · 70%
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Question #1
Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?
Please select an optionIncorrectCorrect answer: C
The free Knowledge Base Dashboards and Reports package from the AppExchange provides ready-made reporting on article views, ratings and search effectiveness, giving immediate insight into article usefulness.
Was this answer correct?Question #2
What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers
Select 3 answers.
Please select an optionIncorrectCorrect answer: B, C, E
Good deployment practice means communicating the change to users in advance, deploying in a low-activity window, and rehearsing in a staging environment that mirrors production. Code coverage must be at least 75 percent, and blocking logins for a day is unnecessary.
Was this answer correct?Question #3
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
Please select an optionIncorrectCorrect answer: A
The Knowledge component placed on the case record page in the Lightning Service Console surfaces suggested articles matched to the case in context. The Knowledge tab only offers manual search.
Was this answer correct?Question #4
A company receives support requests through a variety of email addresses and web forms for different parts of the business. Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
Please select an optionIncorrectCorrect answer: B
Assignment rules route cases from the various email addresses and web forms into the right queues built on public groups, and Omni-Channel then pushes each case to the best available agent. Escalation rules act only after service targets slip.
Was this answer correct?Question #5
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
Select 2 answers.
Please select an optionIncorrectCorrect answer: B, D
Workforce management systems produce forecasts and schedules, so their success is measured by agent utilization and schedule adherence. Calls offered is driven by customer demand and quality scores reflect coaching, not scheduling.
Was this answer correct?Question #6
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
Select 3 answers.
Please select an optionIncorrectCorrect answer: A, C, E
Continuity planning keeps service running: reroute cases to an alternate center, train contingent staff to handle cases, and monitor SLAs while proactively notifying customers. Disabling the IVR or editing status picklists does not preserve service.
Was this answer correct?Question #7
Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge? Choose 2 answers
Select 2 answers.
Please select an optionIncorrectCorrect answer: B, D
Was this answer correct?Question #8
What are two design considerations for a Live Agent implementation? Choose 2 answers
Select 2 answers.
Please select an optionIncorrectCorrect answer: A, D
Live Agent design must account for the visitor's browser, since supported browsers determine whether chat works, and for the idle connection timeout that ends inactive chats. Window title and character limits are cosmetic settings, not design constraints.
Was this answer correct?Question #9
Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers
Select 3 answers.
Please select an optionIncorrectCorrect answer: B, C, D
Support processes combine with record types to give each operation its own status and field values, and page layouts then show each team the right fields and steps. Omni-Channel only routes work and article types apply to knowledge, not case handling.
Was this answer correct?Question #10
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend to meet the given requirements?
Please select an optionIncorrectCorrect answer: C
Agile delivers work in short iterations with frequent check-ins and refinement, matching the request for speed and continuous client feedback. Waterfall defers feedback to the end, and Kanban is a flow technique rather than a full delivery methodology.
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Other Salesforce certifications
- ADM-201: Administration Essentials for New Admins (opens in a new tab)
- Certified Sales Cloud Consultant (opens in a new tab)
- Certified Platform Developer II (opens in a new tab)
- ADM-211: Administration Essentials for Experienced Admin (opens in a new tab)
- Certified Platform App Builder (opens in a new tab)
- CRT-450: Salesforce Certified Platform Developer I (opens in a new tab)
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