Salesforce CRT-261 Practice Exam - 200 Unique Questions
Latest Questions CRT-261 Guide to Prepare Free Practice Tests
To appear for the Salesforce CRT-261 exam, candidates must have a good understanding of Salesforce Service Cloud features and functionalities. They should have experience in configuring and implementing Service Cloud solutions, including designing case management processes, creating custom objects, and configuring data models. Additionally, candidates should have an understanding of Salesforce integration capabilities, such as APIs, web services, and middleware.
NEW QUESTION # 112
UC wants to provide its 20 million customers with a portal where they can: Submit inquires, Monitor the status of those inquiries, and View their contact information. To meet these requirements, which type of portal license would be most appropriate for the customers?
- A. Enterprise admin
- B. Partner portal
- C. Service Cloud portal (Customer Community)
- D. Sites
Answer: D
NEW QUESTION # 113
Universal Containers wants to notify Support Managers when a new case has been untouhed for more than two business days.
Which approach should a consulatant implement?
- A. Define case auto-response rules.
- B. Use Flow Builder to create a flow with a scheduled path.
- C. Configure case escalation rules.
- D. Establish case assignment rules.
Answer: C
NEW QUESTION # 114
Cloud Kicks wants to optimize its development methodology. Team members want to visualize the workflow to ensure te everyone is aligned. In addition, the team limits the amount of work in a given state on capacity and bandwidth.
Which methodoogy should a consultant recommend?
- A. Scrum
- B. Kanban
- C. Lean Development
- D. Extremen Programming
Answer: C
NEW QUESTION # 115
Which of the following utilize the "Automated Case User" (Choose 3 answers):
- A. When a case is created via Web-To-Case this user is listed in the case history
- B. When a case is created via Email-To-Case this user is assigned as the case owner
- C. When an email notification is triggered via workflow this user is listed in the case history
- D. When a case is escalated this user is listed in the case history
- E. When a case is automatically assigned using assignment rules this user is listed in the case history
Answer: A,D,E
NEW QUESTION # 116
Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.
- A. Create a Case Macro
- B. Define case escalation rules
- C. Activate a validation rule
- D. Configure flow Builder /Process Builder
Answer: D
NEW QUESTION # 117
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?
- A. Salesforce Knowledge
- B. Customer Community
- C. Field Service Lightning
- D. SOS Video Chat
Answer: D
NEW QUESTION # 118
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?
- A. Install Knowledge Base Dashboards and Reports AppExchange package.
- B. Create a group of super users that will evaluate and manage articles.
- C. Contact Salesforce to send a report on article efficacy.
- D. Send out a monthly survey to customers requesting feedback.
Answer: A
NEW QUESTION # 119
Which application will allow a client to enable Ideas on a public website?
- A. Self-service portal
- B. Partner portal
- C. Customer portal
- D. Sites
Answer: D
NEW QUESTION # 120
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Share knowledge with the business partners
- B. Process for creating and maintaining knowledge
- C. Method for social media management
- D. Standard for managing customer support and delivery
Answer: A,B
NEW QUESTION # 121
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Ties the Chatter message to a topic
- B. Links the Chatter message to Twitter
- C. Indicates the name of a group in which to place the Chatter message
- D. Indicates a clickable URL hyperlink
Answer: A
NEW QUESTION # 122
When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account.
How should a Consultant configure the Lighting Service Console to support this requirement?
- A. Account tab with Cases related list
- B. Account tabs with Case Subtabs
- C. Case tabs with Account subtabs
- D. Account tabs and Cases tab
Answer: A
NEW QUESTION # 123
If you delete a case, which two also get deleted? (Choose two answers)
- A. Attachments
- B. Solution
- C. Account
- D. Event
Answer: A,D
NEW QUESTION # 124
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?
- A. Use Process Builder for notifications and account teams to monitor cases.
- B. Use escalation rules for notifications and case teams to monitor cases.
- C. Use Process Builder for notifications and case teams to monitor cases.
- D. Use escalation rules for notifications and account teams to monitor cases.
Answer: C
NEW QUESTION # 125
Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers
- A. Developers can integrate with any telephony platform available with little to no need for customization.
- B. Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.
- C. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
- D. Developers can embed API calls and processes on web pages to automate call handling processes.
Answer: C,D
NEW QUESTION # 126
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
- A. Validation Rules
- B. Service Analytics Predictions
- C. Einstein Next Best Action
- D. Einstein Reply Recommendations
Answer: B
NEW QUESTION # 127
Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record.
A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.
What is the recommended method to consistently capture new caller details?
- A. Use Open CTI with Pop to flow to capture details.
- B. Use a global quick action to capture details.
- C. Use a new customer Path on Contact to capture details.
- D. Use an auto-launched flow to capture details.
Answer: D
NEW QUESTION # 128
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Salesforce CRT-261 exam covers a wide range of topics related to Service Cloud, including case management, contact center management, knowledge management, and integration of Service Cloud with other Salesforce solutions. CRT-261 exam also evaluates the ability of professionals to design and implement solutions that meet the specific business requirements of their clients. CRT-261 exam format consists of 60 multiple-choice questions, and test takers have 105 minutes to complete the exam.
Salesforce CRT-261 Exam is a proctored, computer-based exam that consists of 60 multiple-choice questions that must be completed within 105 minutes. CRT-261 exam is divided into five sections, each covering a specific area of Service Cloud. These sections include Case Management, Contact Center Analytics, Service Console Customization, Field Service Management, and Service Cloud Automation. To pass the exam, candidates must score at least 68% or higher.
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