Salesforce CRT-261 Exam Practice Test Instant Access

Question 1

[Case Management]

Universal Containers wants to provide its resellers a secure portal where they can share their customer accounts, submit and track the status of their cases, and view reports and dashboards.

Which solution should a consultant recommend?

AEmployee Community

BPartner Experience site

CCustomer Experience site

Answer : B

Question 2

[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 3

[Knowledge Management]

Cloud Kicks (CK) uses Lightning Knowledge and has set up Data Categories. CK uses Data Category Visibility to control access based on products and geographic location. The admin plans to enable 'Use standard Salesforce sharing' in Sharing Settings under Knowledge Settings.

Which consideration should the admin be aware of when making this change?

AData Category Visibility of All Categories provides Public Read-Only access.

BData Category Visibility of Custom overrides organization-wide default sharing access.

CData Categories no longer control access to articles.

Answer : C

Question 4

[Knowledge Management]

Universal Containers has recently implemented a new CTI system, Knowledge base, and Einstein Chatbots to interact with customers. The VP of

support and services has asked for additional system improvements to facilitate customer self-service.

What should the consultant recommend?

AHave customers search the Knowledge base for solutions.

BProvide a toll-free customer support phone number.

CCreate an Experience Cloud site for customers.

Answer : C

Question 5

[Service Cloud Solution Design]

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

AIn-App Guidance

BEinstein Next Best Action

CActions & Recommendations

Answer : B

Question 6

[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 7

[Knowledge Management]

A company is planning for the migration of an existing external knowledge base into

Salesforce Knowledge.

Which set of factors should be considered when selecting the articles to migrate?

AOriginal creation date and total number of article views in the last year

BLast modified date and terms searched frequently in the last year

CLast modified date and total number of article view in the last year

Answer : C

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