Salesforce CRT-261 Exam Practice Test Instant Access

Question 1

[Industry Knowledge]

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

AAuto-Response Rules

BEscalation Rules

CEntitlements and Milestones

Answer : C

Question 2

[Implementation Strategies]

A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Additional requirements were discovered early on that will result in the project exceeding timeline and budget constraints.

What is the first step the consultant should take to address the issue?

ADocument the gap in requirements and discuss the schedule and budget impact with the project team.

BSend a change order to the client to account for the additional budget requirements.

CIncorporate the additional requirements into the project scope and continue with the original project schedule.

Answer : A

Question 3

[Knowledge Management]

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.

What should a consultant recommend to meet the requirement?

AUse a record-triggered flow to determine when article approvals are needed.

BUse a record-triggered flow to submit all articles for approval.

CUse a scheduled action to determine when article approvals are needed.

Answer : B

Question 4

[Interaction Channels]

Universal Containers (UC) faces challenges in efficiently managing and responding to a growing number of customer queries within Service

Cloud. A consultant is advising on the implementation of chatbots to improve current customer support operations.

Which specific aspect should UC prioritize when implementing chatbots to improve customer support operations?

AFocus on scalability for handling high inquiry volume.

BWork on integrating with social media platforms.

CEmphasize continuous monitoring of chat.

Answer : A

Question 5

[Case Management]

A consultant has been asked to advise Cloud Kicks (CK) on how to manage 5 years of case data so it is available to customers upon request.

Which feature will help CK users archive and access the case information from an External Object?

ASalesforce Big Object

BSalesforce connect

CSalesforce Case History Object

Answer : B

Question 6

[Industry Knowledge]

Universal Containers wants to ensure the contracted service level requirements for its customers are being met.

What should a consultant configure to meet this requirement?

AEntitlement processes, contract line items, milestone, and entitlements

BEntitlement processes, milestones, milestone actions, and entitlements

CEntitlement processes, contracts, contract line items, and entitlements

Answer : B

Question 7

[Case Management]

Managers at Cloud Kicks often need to update the Case Type field for up to 75 cases at one time using list views.

Which Service Console productivity tool should a consultant recommend?

ARun a macro on each case.

BUse a mass Quick Action.

CUse a keyboard shortcut.

Answer : B

Salesforce CRT-261 Prepare for your Service Cloud Consultant Certification Exam Practice Test