100% Free Salesforce CRT-261 Practice Test Questions and Answers 2026

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Total 291 Questions | Updated On: May 22, 2026

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Question 1

Universal Containers provides phone support to customers. The abandoned call rate has been high in recent

months.

Which solution should a Service Cloud Consultant recommend to address the issue?

A : Create case assignment rules for service rep routing.

B : Configure and set up Service Swarming in Slack.

C : Enable contact requests and queue callbacks.

Answer: C

Question 2

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information 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

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract

includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an

efficient method to manage the setup.

What is the recommended configuration to meet the requirements?

A : Create a single entitlement process on both the Case and the Work Order.

B : Create a Flow to assign the entitlement process to the Work Order.

C : Create separate entitlement processes for the Case and Work Order.

Answer: A

Question 4

Universal Containers wants to allow customers to send messages to agents in Service

Console via their preferred mobile app.

Which feature should a consultant recommend?

A : Einstein Bots

B : OmniStudio

C : Messaging

Answer: C

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: May 22, 2026

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