Salesforce CRT-261 Exam Questions Instant Access

Question 1

[Service Cloud Solution Design]

Universal Containers (UC) is preparing to implement Service Cloud and wants to onboard its global support team. UC is gathering feedback from

the support team about how they will use Service Cloud. Requirements gathering sessions have resulted in a large set of deliverables.

What should a consultant recommend as the next step?

AIdentify and prioritize the requirements for the minimum viable product.

BPrioritize the requirements based on the stakeholder who submitted them.

CPrioritize the requirements based on requests from the regions.

Answer : A

Question 2

[Case Management]

Cloud Kicks wants to create a secure, branded mobile app that its Experience Cloud customers can use to create and track cases, see upcoming product announcements, and interact with other customers who have common interests.

Which mobile development option should the consultant recommend?

ACreate two custom mobile apps, one for Apple and the other for Android.

BExplain that community users can access the site through a web browser.

CUse Salesforce Mobile Publisher to create a common app for both Apple and Android.

Answer : C

Question 3

[Service Cloud Solution Design]

Cloud Kicks plans to deploy Service Cloud to customers who will have different levels of support. The consultant is unsure whether Entitlements

only or Entitlements plus Service Contracts is the correct solution.

Which question should the consultant ask to determine the preferred solution?

AWill customers access Knowledge articles through Experience Cloud?

BIs support provided on a periodic basis and renewed annually?

CDo multiple versions of the Entitlements need to be created and maintained?

Answer : B

Question 4

[Knowledge Management]

Universal Containers recently deployed a Salesforce Knowledge implementation and wants to evaluate the quality of the articles being produced.

What should the consultant recommend to gather information efficiently on Knowledge article usefulness?

ADevelop custom Knowledge reports and dashboards.

BCreate a review board to evaluate and manage Knowledge articles.

CInstall the Knowledge Base Dashboards & Reports AppExchange package.

Answer : C

Question 5

[Interaction Channels]

A recent work task analysis for a service center revealed that service agents perform the

same steps when closing a case and sending a survey through email. These steps take around 1

minute per case. With millions of cases closed each year, it is important to improve efficiency of this

operation. the

What is a recommended Service Cloud feature that improves the process?

AMacros

BGlobal Quick Action

CQuick text

Answer : A

Question 6

[Interaction Channels]

A business-to-consumer (B2C) company wants to decrease service costs. Currently,

customers pay invoices and update their contact Information by mailing paper payslips back to the

company.

What is the recommended solution to meet the requirements?

AExperience Cloud with payment processing

BEinstein Bots with check processing

CService Cloud Voice with Tele-pay

Answer : A

Question 7

[Industry Knowledge]

Universal Containers (UC) has Excel files of customer data maintained by its service reps. All of the service reps have worked with the same

customer contacts. UC wants to ensure that its Salesforce instance has clean data.

Which best practice should a consultant recommend?

ADeduplicate the data before importing into Salesforce.

BImport the records and create a Flow to change the data type.

CImport the records and use Duplicate Management.

Answer : A

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