Salesforce CRT-261 Exam Questions Instant Access

Question 1

[Knowledge Management]

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on

information about the case.

Which solution should a consultant recommend?

AAdd the Knowledge object to global search objects.

BAdd the Knowledge component on the case Lightning record page.

CAdd the Knowledge related list to the case page layout.

Answer : B

Question 2

[Industry Knowledge]

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.

Following best practices, how should a consultant deploy these permission sets to production?

AUse a change set.

BRe-create them manually.

CUse Salesforce Workbench.

Answer : A

Question 3

[Industry Knowledge]

Universal Containers provides customers with different service levels based on their services agreement. The VP of customer service wants to

use Service Cloud to track when cases have yet to reach certain stages and ensure that senior management is alerted accordingly.

Which feature should a consultant recommend to address this requirement?

AReports and Dashboards

BEntitlements and Milestones

CService Contracts

Answer : B

Question 4

[Industry Knowledge]

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.

Which solution should the consultant recommend to meet the needs of the organization?

AOmni-Channel routing

BCase escalation

CSwarming

Answer : C

Question 5

[Implementation Strategies]

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate key use cases, system capabilities, and

integration patterns. The UC leadership team is concerned that the upcoming Salesforce Release schedule may impact the implementation project's

development efforts.

What should a consultant recommend that UC's Salesforce admin do in this scenario?

APostpone the release to the production org so the team can finish the project before the release is deployed.

BDisable updates to the sandbox so the team can continue using the solution without the updates from the release.

COpt Bp the sandbox in as a Bp preview org g so the team can conduct testing gp prior to the release being g deployed.

Answer : C

Question 6

[Interaction Channels]

Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training purposes.

What should the consultant recommend?

AUse Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.

BUse Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.

CUse Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.

Answer : C

Question 7

[Case Management]

Universal Containers (UC) provides customer support for two separate business groups. UC

requires that cases for each business group have different support processes and fields.

Which feature should a consultant implement to meet the requirement?

AOmni-Channel

BRecord Types

CDynamic Forms

Answer : B

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