Vendor: Salesforce
Exam Code: CRT-261
Exam Name: Salesforce Certified Service Cloud Consultant (Service-Con-201)
Certification: Salesforce Certifications
Total Questions: 682 Q&A
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Details)
Updated on: Jun 19, 2026
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If your goal is to prepare for the Salesforce Certifications exam with clarity and efficiency, you can begin a structured preparation process designed around real exam expectations.
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
A. Create a task related to the article with a reminder set for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Set the article publish date to automatically display the article on the start datE.
D. Send an email reminder to update the article status to Published on the start date.
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
A. Report on the articles attached in cases.
B. Report on articles followed in Chatter.
C. Report on agent ratings on articles
D. Report on agent feedback on articles
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
A. Case queues
B. Case custom reports
C. Case assignment rules
D. Case dashboards
The following table comprehensively analyzes the quality and value of Salesforce Certifications CRT-261 exam materials.