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Salesforce CRT-261 Sample Questions

Question # 1

A manager has noticed an increase in average case age. This is negatively impacting
customer satisfaction.
The manager wants to compare the amount of time that cases have spent within each
status during their lifecycle.
Which reporting solution should be recommended?

A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.

Question # 2

Cloud Kicks has implemented a review process for all new knowledge articles. Each article
must be
reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A. The Approval Process will automatically Publish.
B. Approve articles from the Knowledge approval page to Publish.
C. Agents must click Publish after the Approval Process.
D. Set the final approval action to “Lock the record for editing”.

Question # 3

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants
the functionality to include the ability to log the case thread and store attachments to the
case record.
Which channel should a consultant recommend to meet these requirements?

A. Email-to-case
B. Social Customer Service
C. Chat
D. Web-to-case

Question # 4

Cloud Kicks use a Console App to support users. Service agents open an Account
workspace tab and multiple subtabs for the Case, Contact and service Contract. Service
agents would like to share links to recently opened subtabs with other users to swarm on
What should a consultant recommend to meet the requirements?

A. Recent Items set to Account object.
B. History Utility in the Utility bar.
C. Actions & Recommendations component.
D. Screen flow launched from a global action.

Question # 5

Service Console users work on dozen of cases at one time, and often need to update a
case they worked on earlier in the day.
What configuration should a consultant recommend?

A. Keep all open in tabs.
B. Use a second Console session.
C. Define a custom List View.
D. Add History to the Utility bar.

Question # 6

Cloud kicks needs a way for external customers to easily create cases. Customers will
need to attach files that can often be 40 MB in size.

A. Experience Cloud Create Case Form
B. Web-to-Case
C. Contact Request Flow
D. On-Demand Email-to-Case

Question # 7

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using
the Lightning Knowledge Migration Tool and noticed that none of the Article file
attachments were migrated. How can a Consultant migrate the file attachments?

A. Upload the files as Documents, then relate them to the migrated Articles.
B. Use the Lightning Knowledge Migration Tool and choose 'include files'.
C. Use the Files Related List on each article to add files to your articles.
D. Post the Files to the Chatter Feed on each Article.

Question # 8

Universal Containers wants to be able to assign cases based on the same criteria they use
for chat .
Which feature should a consultant recommend?

A. Chat Queue-based routing
B. Case Skills-based Assignment Rules
C. Omni-channel Queue-based routing
D. Omni-channel Skills-based routing

Question # 9

Universal Containers wants to unify channels and manage agent workload with Omni-
Channel routing. What required step Should a consultant address before configuring Omni

A. Customize service channel settings to define how the organization receives work fromvarious
B. Create a Salesforce Case to have Omni-Channel enabled.
C. Create the necessary objects in Salesforce.
D. From Setup, select Omni-Channel Settings and Select Enable Omni-Channel.

Question # 10

universal containers receives partner data in excel format.the excel data is all text ,but
needs to be imported into existing
Salesforce date,number and text fileds.
Which 3 best practices should a consultant recommend?

A. Import the records and use duplicate management
B. Deduplicate the data before importing into SF
C. Install data quality analysis dashboards from the appexchange
D. Standardize all rows to match salesforce data types
E. Import records and cretae a a worflow rule to change the data type

Question # 11

Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to
service agents. The Head of Service wants to know what shojld be done during high
volume incidents where over 200,000 cases are opened.

A. Use a Most Aavailable Routing Model which will assign to the agent that be availablenext.
B. Set Work Item Size Percentage of Capacity to only consume part of an agent’savailability.
C. Configure an Overflow Assignee with a user or queue outside the routing configuration.
D. Use a Least Active Routing Model which will assign to the agent that is the least overcapacity.

Question # 12

Cloud Kicks (CK) has service agents based in North America and Europe respond to new
leads created in Salesforce. The lead record includes the language spoken: English,
French, or 5panish.
In CK's industry, the time to contact after a lead expresses interest is a critical success
factor. Most service agents speak a single language and a few are multilingual.
What is the recommended feature to meet the requirements?

A. Lead Assignment Rules
B. Queue-Based Routing
C. Skills-Based Routing
D. Lightning Flow for Service

Question # 13

DreamMouse Realty would like to provide a user-friendly way for clients to apply for a
home loan through an Experience site. Many times, clients do not complete are of the
information and a loan specialist needs to finish the submission.
How should the administrator configure Salesforce to meet the requirements?

A. Create a screen-based flow accessible from the Experience site and internaly.
B. Add a custom Lightning component to the site and the Case Lightning record page.
C. Post a web to case form on the site and assign the case to the specialist for completion.
D. Use email to case for the client to submit the relevant information to the specialist.

Question # 14

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS)

Which two benefits can be expected from KCS adoption?
Choose 2 answers

A. A knowledge article life cycle that is implemented correctly the first time and does notneed to change
B. A knowledge article life cycle that evolves based on usage and demand
C. Reduced issue resolution time
D. Reduced first contact resolution

Question # 15

Universal Container wants to let its customers intercat real time with support agents from
their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A. Web-to-Case
B. Emebedded Chat Service
C. Customer Community
D. Case Assignment Rules

Question # 16

Ursa Major Solar (UMS) provides customers with remote monitoring of solar panels. When
there are issues with the service, such as a power outage, UMS needs to provide service
agents, operations teams, and customers with full visibility into the issue.
What is the recommended feature to meet the requirements?

A. Self Service Knowledge
B. Workforce Engagement
C. Incident Management
D. Video Support

Question # 17

Which feature should a Consultant recommend to allow a Tier 2 Service Representative to
take over case processing from Tier1 and know how far Tier1 had progressed in

A. Service Console Macros
B. Lightning Guided Engagement
C. Path for Cases
D. Lightning Flow Component

Question # 18

Universal Containers' support management team has noticed an increase in wait times
over the last several months when customers call in for support. Which two
recommendations should a Consultant suggest to help decrease customer wait times?
Choose 2 answers

A. Create reports to analyze call data in order to understand peak times and ensureadequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors forresolution.
C. Set up analytical snapshots to capture key case information and create historicaltrending reports.
D. Set up a Salesforce Customer Community that will allow customers to create casesonline.

Question # 19

Milestones can be added to which three object types?
Choose 3 Answers

A. Work order
B. Case
C. Service
D. Entitlement
E. Account

Question # 20

Universal Containers is preparing to implement Service Cloud for its global Support team.
Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A. Prioritize the requirements based on who submitted them.
B. Identify the requirements needed for initial GoLive.
C. Provide a timeline that addresses all the requirements.
D. Organize the requirements from largest to smallest.

Question # 21

UC has created permission sets granting access to object and fields in one of its
sandboxes. How should a consultant deploy this permission set to prod?

A. Change set
B. Manuallyre create the Permission sets
C. Create an Unmanaged package
D. Publish a Managed package

Question # 22

The contact center at universal containers wants to increase its profit margins by promoting
call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A. Customer community
B. Knowledge base
C. Service cloud console
D. Automatic call distribution

Question # 23

Cloud Kicks pride support to customers across the workd and uses the Lightning
experince. Service agents have a set of common responses. Managers would like to
consilidate the responses as Quick Text, translate them to multiple languages and share
them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?

A. Use translation Workbech to localize each Quick Text.
B. Set the Organization-Wide default to Public Ready Only.
C. Share the Folder with Quick text for each language.
D. Share each Quick Text individually to Public Groups.

Question # 24

Cloud Kicks (CK) recently implemented Knowledge Centered Support to improve the
expertise of its agents. The pilot focused on creating articles for the most common support
topics. After the pilot, customer satisfaction has improved and average call time has
decreased. To continue
improving KPIs, CK wants to know where to focus its efforts next.
Which Knowledge dashboard should a consultant use?

A. Most Revised Articles
B. Most Linked Articles
C. Top Articles sorted descending
D. Search Activity Gaps

Question # 25

Cloud Kicks (CK) provides support through Web-to-Case. As part of a service improvement
project, a self-service portal in Experience Cloud and public Knowledge base were added.
When reviewing service KPIs, management at CK found a 10% increase in case resolution
time and is considering reverting the changes.
What is the likely reason for the KPI change?

A. Self-service deflects easy cases, leaving more complex cases for agents.
B. Customers are spending additional time searching for answers.
C. Agents do not have access to the same Knowledge articles as customers.
D. Customers must spend additional time registering for the portal.

Question # 26

Cloud Kicks is preparing to support customers through SMS text messaging and WhatsApp. Support agents will need to easily switch between multiple customer

conversations. Which two features will help meet the requirements?
Choose 2 answers

A. Social Customer Service
B. Service Console
C. Messaging
D. Chat

Question # 27

Universal Containers wants to reduce the amount of Sim support agents spend creating
cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file
attachments under 25 MB by the customer.
Which two features should the consultant suggest?
Choose 2 answers

A. Standard Email-to-case
B. On-Domand Emali-to-Case
C. Apex Email Service
D. Web-to-Case forms

Question # 28

Cloud Kicks (CK) provides varying levels of support based on the customer’s Service
Contract. For customer with a Gold Service Contract, agents must provide a response to
each customer contact witin the 24 hours. CK plans to use Milestones.
What is the recommended Milestone Recurrence Type to meet the requirements?

A. No Resource
B. Sequential
C. Independent
D. Auto-Add

Question # 29

Cloud Kicks is preparing to migrate to Service Cloud from another system. The current
system has thousands of help articles such as FAQs, step-by-step guides, and
troubleshooting guides. A group of specialists will create and manage these articles in
What is the recommended license for the specialists?

A. Knowledge Only User
B. Satesforce
C. WDC Only User
D. Salesforce Platform

Question # 30

Universal Containers recently rolled out a Salesforce knowledge implementation; however,
users are finding unreliable and unrelated
Knowledge Articles displayed in the Knowledge One widget in the Salesforce Console.
Which two actions should a Consultant recommend to address the
lack of quality checking? Choose
2 answers

A. Restrict the Manage Articles user permission
B. Set up an intuitive Data Category hierarchy
C. Enable and configure wildcards for article searches
D. Require that an article be added when closing a case

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