Practice CRT-261 Exam Online

Question 1

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 2

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and

categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to

submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

A : Update the Approval Process to Auto-launch.

B : Create a Lightning Web Component action for Approval Process.

C : Create an autolaunched Flow.

Answer: C

Question 3

Cloud Kicks has several teams that work on customer cases. Support managers would like to track how long

each case is owned by each team before it gets resolved.

Which report should the Service Cloud Consultant use for this requirement?

A : Cases with Historical Trending report

B : Case Lifecycle report

C : Case with Milestone report

Answer: B

Question 4

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 5

An organization has requested guidance on how to delete customers’ personal data when they are no longer

associated with the company to stay compliant with global data protection and

privacy regulations.

Which solution should the consultant recommend to meet the requirement?

A :

Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B :

Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C :

Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Answer: B

Name:	Certification Preparation for Service Cloud Consultant (WI25)
Exam Code:	CRT-261
Certification:	Certified Service Cloud Consultant
Vendor:	Salesforce
Total Questions:	291
Last Updated:	May 10, 2026

Salesforce CRT-261 Answers