Salesforce CRT-261 Exam Questions Instant Access

Question 1

[Knowledge Management]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

ADevelop a globally-shared macro to create a new article.

BUse a trigger to automatically create a new article.

CCreate a Quick Action to map case fields to a new article

Answer : C

Question 2

[Industry Knowledge]

Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.

Following best practices, which development and deployment path should a consultant recommend?

ADevelop in one sandbox, complete quality assurance in a different sandbox, and then perform user acceptance and integration testing in production.

BDevelop and test Salesforce functionality in one sandbox, and then rebuild the functionality in production.

CSet up separate sandboxes for development, quality assurance, and user acceptance testing, and then move the features to production.

Answer : C

Question 3

[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 4

[Knowledge Management]

Universal Containers 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 articles types for approval.

What should a consultant recommend to automate the Approval Process?

AUpdate the Approval Process to Auto-launch.

BCreate a Lightning Web Component action for Approval Process.

CCreate an autolaunched Flow.

Answer : C

Question 5

[Interaction Channels]

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 consultant recommend to address this problem?

ACreate a Case Macro.

BCreate a Validation Rule.

CCreate an action on Case,

Answer : A

Question 6

[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 7

[Industry Knowledge]

Universal Containers wants to implement best practices for its customer support teams and

has decided to follow a Knowledge Centered Support (KCS) methodology.

Which benefit can be expected?

AReduced post-interaction time

BReduced first contact resolution time

CReduced issue resolution time

Answer : C

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