Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 91:

  Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the support team on their behalf.

  A. A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy.
  B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record.
  C. An organization-wide default of Public Read/Write on the Case object.
  B. A sharing set to grant the Experience Cloud site user access to records associated to their Contact record.

  ---

  For Experience Cloud customer users, Sharing Sets are the correct mechanism to provide access to records linked to their own Contact or Account . By creating a sharing set for the Case object , UC can ensure users see only the cases where they are the associated contact-even if the cases were created internally.

  Option A (sharing rule) applies to internal users, not Experience users.

  Option C (Public Read/Write) violates data security and exposes all customer cases.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Service Cloud Solution Design Domain.

  Salesforce Help: "Grant Record Access to Portal Users with Sharing Sets."

  Salesforce Experience Cloud Implementation Guide ?Sharing Set Configuration.

• Question 92:

  Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

  A. Create a Dashboard for each Region.
  B. Create a single Dashboard with a Region filter.
  C. Create a Dashboard for each Case Team.
  D. Create a single Dashboard with a Case Team filter.
  B. Create a single Dashboard with a Region filter.

• Question 93:

  Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system

  What are the two common places to embed these call controls?

  Choose 2 answers

  A. On the left sidebar of Salesforce Classic
  B. On a new tab in the agent's browser
  C. On the footer of the Lightning Console
  D. On the Highlights Panel of a Primary tab
  A. On the left sidebar of Salesforce Classic
  C. On the footer of the Lightning Console

• Question 94:

  Universal Containers wants customers to have the ability to log cases with structured data and route based on urgency and product line. How should a consultant accomplish this?

  A. Standard Web-to-Case with assignment rules
  B. Omni-Channel with prioritized queues
  C. Standard Email-to-Case with assignment rules
  A. Standard Web-to-Case with assignment rules

  ---

  To enable customers to log cases with structured data and route them based on urgency and product line, using Standard Web-to-Case with assignment rules is recommended. This feature allows for the creation of web forms that customers can fill out, which then become cases in Salesforce. Assignment rules can then be used to automatically route these cases to the appropriate teams or agents based on predefined criteria, ensuring efficient and relevant case handling.

• Question 95:

  Universal Containers (UC) has deployed a call center using open CTI. Call center agents are organized into four groups reflecting UC's four different product lines. Each group's manager would like a report on their agents" daily call volume, including related case and contact information.

  How should the consultant recommend the report be created?

  A. Build a Summary report on Products and Activities.
  B. Set up a reporting snapshot of the case, contact and activity objects.
  C. Create a Custom Report type with activities as the primary object.
  D. Customize the My Teams Calls this week standard report.
  C. Create a Custom Report type with activities as the primary object.

  ---

  For reporting on daily call volume including related case and contact information for different agent groups, creating a Custom Report Type with Activities as the primary object is advised. This allows for the inclusion of case and contact details in the report, providing a comprehensive view of each agent's call activity and related case interactions.

• Question 96:

  Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

  A. On a utility bar of the Lightning App
  B. On a record Highlights Panel
  C. On a record Activity Feed list
  D. On the Calendar right hand panel
  C. On a record Activity Feed list

• Question 97:

  At Universal Containers, support reps need to verify that customers are eligible to receive support when they create the case. Where can a support rep verify that a customer is allowed to receive support?

  A. Milestones
  B. Actions
  C. Entitlements
  C. Entitlements

  ---

  Entitlements define what kind of support a customer is eligible to receive-such as response times, number of cases, or service hours-based on their service contract or account. Support reps can view entitlements directly on the case to confirm eligibility before proceeding.

  Option A (Milestones) are time-based SLA targets within entitlements but not eligibility tools. Option B (Actions) are automation elements, not entitlement validation mechanisms.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Case Management Domain.

  Salesforce Help: "Verify Support Eligibility Using Entitlements."

  Salesforce Winter '23 Release Notes ?Entitlement Management Enhancements.

• Question 98:

  Universal Containers wants to provide its customers with more support options.

  Which three should a Consultant recommend?

  Choose 3 answers

  A. Create a Customer Community
  B. Utilize KCS to manage Knowledge
  C. Add Live Agent to public-facing sites
  D. Configure Chatter for public access
  E. Implement SOS for mobile experience
  B. Utilize KCS to manage Knowledge
  C. Add Live Agent to public-facing sites
  E. Implement SOS for mobile experience

• Question 99:

  Cloud Kicks uses Einstein Next Best Action to help service agents when working on a customer case. Multiple service agents work on the same case. What should a consultant configure to show service agents when items were started, paused, resumed, and completed?

  A. Case History related list
  B. Actions and Recommendations component
  C. Activity analytics tab
  B. Actions and Recommendations component

  ---

  To show service agents when items were started, paused, resumed, and completed in Einstein Next Best Action, configuring the Actions and Recommendations component is recommended. This component provides visibility into the actions taken on a case, including the status of each action, enhancing transparency and collaboration among agents working on the same case.

• Question 100:

  What is a benefit of a customer community? Choose 2 answers.

  A. Eliminates the need to track service level agreements
  B. Reduces incoming call volume
  C. Enables customers to log inquires without contacting an agent
  D. Eliminates the need for support agents
  B. Reduces incoming call volume
  C. Enables customers to log inquires without contacting an agent