100% Free CRT-261 Practice Exam Questions (2026)

Stay Ahead with Updated Certification Preparation for Service Cloud Consultant (WI25) CRT-261 Practice Tests & Verified Answers

Salesforce CRT-261 Dumps & Practice Questions 2026

Page: 1 / 59

Total 291 Questions | Updated On: Jul 27, 2026

Add To Cart

Question 1

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. Thebusiness requires that if a package is reported lost, the AI agent must immediately escalate the conversation toa service rep.How should the consultant achieve this?

A : Add an instruction to the AI agent stating that any utterance of lost packages should trigger the escalation.

B : Use the standard Employee Agent Escalation topic to handle all escalations.

C : Use skills-based routing to transfer the conversation to the appropriate service rep.

Answer: A

Question 2

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 3

Universal Containers wants Salesforce to suggest Knowledge articles to agents based oninformation 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 4

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 5

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to takeownership of and respond toincoming cases within 2 hours of case creation.Which best practice will help UC meet its SLA?

A : Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.

B : Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.

C : Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Answer: A

Page: 1 / 59

Total 291 Questions | Updated On: Jul 27, 2026

Add To Cart