Salesforce CRT-261 Online Practice Questions and Exam Preparation

Salesforce CRT-261 Online Questions & Answers

• Question 71:

  A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter

  What should the Consultant recommend implementing in the Lightning Service Console?

  A. The Social Feed
  B. A Twitter Macro
  C. The Case Feed
  D. A Custom Component
  C. The Case Feed

• Question 72:

  A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers

  A. Number of cases created sorted by order
  B. Number of cases by type by owner
  C. Number of cases in each status
  D. Number of solutions created per agent
  A. Number of cases created sorted by order
  B. Number of cases by type by owner

• Question 73:

  Which configuration item must be created when implementing Lightning Knowledge?

  A. Record Types
  B. File Types
  C. Attachment Types
  D. Article Types
  A. Record Types

• Question 74:

  The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

  A. Verification of the production migration checklist
  B. Approval of test scripts from the business lead
  C. Verification that sample data has been loaded
  D. Fund customer approval on training materials
  B. Approval of test scripts from the business lead
  C. Verification that sample data has been loaded

• Question 75:

  Universal Containers wants to provide a more consistent service experience to its customers and is evaluating using macros. Which prerequisite should the consultant consider?

  A. Publisher actions are on the page layout.
  B. All users have permission to create macros.
  C. The Lightning page contains the Run Macros action.
  C. The Lightning page contains the Run Macros action.

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  When evaluating the use of macros to provide a consistent service experience, ensuring that the Lightning page layout includes the Run Macros action is a prerequisite. This enables agents to easily execute macros directly from the case record, streamlining repetitive tasks and enhancing service efficiency.

• Question 76:

  Cloud Kicks (CK) supports customers through Salesforce Messaging. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future messaging sessions.

  A. Create an IP blocking rule.
  B. Create an Omni-Flow.
  C. Create a record-triggered Flow.
  C. Create a record-triggered Flow.

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  A record-triggered Flow can be used to automatically update or restrict future messaging access when a customer's record (for example, contact or messaging session) meets specific criteria-such as detecting abusive behavior or a flag field being set. This automation can block or flag future messaging sessions at the data level.

  Option A (IP blocking) is not supported natively in Salesforce Messaging.

  Option B (Omni-Flow) manages work routing, not user eligibility for channel access.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Interaction Channels Domain.

  Salesforce Help: "Automate Messaging Restrictions Using Record-Triggered Flows."

  Salesforce Spring '24 Release Notes ?Messaging Controls and Automation Enhancements.

• Question 77:

  A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal.

  What is a key consideration when configuring a customer portal?

  A. Users cannot own records
  B. Users can download and view content
  C. Users are not associated with a role in the hierarchy
  D. Users can be part of a case team
  C. Users are not associated with a role in the hierarchy

• Question 78:

  Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

  How should this be implemented? Choose 2 answers

  A. Article Record Types must be created before the import.
  B. Each Article Record Type must be in a separate CSV.
  C. Article Record Types will be created as part of the import.
  D. Multiple Article Record Types can be imported in the same CSV.
  A. Article Record Types must be created before the import.
  D. Multiple Article Record Types can be imported in the same CSV.

• Question 79:

  Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information. What should the consultant recommend to meet the requirements?

  A. Enable Chat in an Experience Cloud site.
  B. Create a self-service help Center
  C. Allow comments on Knowledge articles.
  B. Create a self-service help Center

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  To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized

• Question 80:

  Which solution should a consultant design so the average number of days that Cases stay open can be easily reported?

  A. Use the standard Case Age field on the report.
  B. Create a formula field on the report to show Case Days Open.
  C. Create a formula field to calculate the days and use the field in the report.
  C. Create a formula field to calculate the days and use the field in the report.

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  To accurately calculate and report how long cases stay open , a custom formula field should be created on the Case object (for example, TODAY() - CreatedDate for open cases, and ClosedDate - CreatedDate for closed ones). This field can then be included in standard or custom reports.

  Option A (Case Age field) only measures the duration for currently open cases and does not calculate for closed cases.

  Option B (formula on the report) is not supported in Salesforce standard reporting capabilities.

  Referenced Salesforce Materials:

  Service Cloud Consultant Exam Guide ?Contact Center Analytics Domain.

  Salesforce Help: "Create a Formula Field to Track Case Duration."

  Salesforce Trailhead: "Build Reports on Case Duration and Age Metrics."