Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 421:

  Universal containers are developing a business continuity plan for their contact center. What should the company consider? Choose 2 answers

  A. Recovery point objective
  B. Criteria for plan activation
  C. Open access to systems
  D. Site consolidation
  B. Criteria for plan activation

• Question 422:

  What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers

  A. Highly available telecom solution
  B. Periodic maintenance windows
  C. Server hardware infrastructure rebuilds
  D. System software restore after an outage
  A. Highly available telecom solution
  B. Periodic maintenance windows

• Question 423:

  Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

  Which three statements must be considered?

  Choose three answers

  A. A separate .csv import file is uploaded for each data category
  B. Attachments and .html files must be referenced in a corresponding .zip file
  C. Each article must be associated to an article type
  D. One .csv import file is uploaded for all article types
  E. A separate .csv import file is uploaded for each article type
  B. Attachments and .html files must be referenced in a corresponding .zip file
  C. Each article must be associated to an article type
  E. A separate .csv import file is uploaded for each article type

• Question 424:

  Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

  Choose 2 answers

  A. Simplify the interactive voice response (IVR) tree.
  B. Set up Email-to-Case.
  C. Use Assignment rules and case queues.
  D. Add additional agents to lower average hold time.
  A. Simplify the interactive voice response (IVR) tree.
  D. Add additional agents to lower average hold time.

• Question 425:

  After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.

  How should a consultant correct this problem?

  A. Grant Authors access to the FAQ record type.
  B. Add Authors to the FAQ Data Category.
  C. Grant Authors access to the FAQ article type.
  D. Set Article Org Wide Default to Public ReadWrite.
  A. Grant Authors access to the FAQ record type.

• Question 426:

  A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

  Choose 2 answers

  A. Knowledge search query with no results.
  B. Knowledge articles with the lowest rating.
  C. Number of knowledge articles in each data category.
  D. Knowledge articles created by call center agents.
  A. Knowledge search query with no results.
  B. Knowledge articles with the lowest rating.

• Question 427:

  A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the ....

  Which configuration option should be verified?

  A. Verify that users have access to the Chat public group.
  B. Verify that users are assigned the Chat user profile
  C. Verify that users have access to the Chat buttons.
  D. Verify that users are assigned the Chat feature license.
  D. Verify that users are assigned the Chat feature license.

• Question 428:

  Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

  A. Telephony
  B. Order Fulfillment
  C. Enterprise Resource Planning (ERP)
  D. Marketing
  B. Order Fulfillment

• Question 429:

  Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like an efficient method to manage the setup. What is the recommended configuration to meet the requirements?

  A. Create a single entitlement process on both the Case and the Work Order.
  B. Create a Flow to assign the entitlement process to the Work Order.
  C. Create separate entitlement processes for the Case and Work Order.
  A. Create a single entitlement process on both the Case and the Work Order.

  ---

  When both Cases and Work Orders share the same Service Level Agreement (SLA), Salesforce best practice is to create a single entitlement process and apply it to both objects. This ensures consistency, reduces maintenance, and simplifies SLA tracking.

  The entitlement process can be configured once and then linked via Entitlement Templates or automation for both record types.

  Option B (Flow) adds unnecessary complexity if both objects share identical milestones.

  Option C (separate processes) would create redundant configurations for the same SLA terms.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Case Management Domain.

  Salesforce Help: "Use Entitlement Processes with Cases and Work Orders."

  Salesforce Field Service and Service Cloud Integration Guide ?Shared Entitlements Best Practices.

• Question 430:

  An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

  A. Average queue time per agent
  B. Number of leads created
  C. Opportunities per channel
  D. Cost per call
  E. Number of sales queues
  B. Number of leads created
  C. Opportunities per channel
  D. Cost per call