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Salesforce CRT-261 Exam Sample Questions


Question # 1

Universal Containers wants to implement Knowledge to assist agents with the resolution of
cases.
Which three recommendations should a consultant make to meet this requirement?
Choose 3 answers

A.

Enable article customization for open cases.

B.

Enable agents to create their own personal articles.

C.

Enable suggested articles on new cases.

D.

Enable article submission during case close.

E.

Create an email template to send articles as PDF attachments.



C.

Enable suggested articles on new cases.


D.

Enable article submission during case close.


E.

Create an email template to send articles as PDF attachments.






Question # 2

Universal Containers' support team requires its customers to submit their support inquiries
via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
• Support attachments up to 30 MB per inquiry
• Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

A.

Emall-to-Case

B.

Customer Chatter groups

C.

Web-to-Case

D.

On-Demand Email-to-Case



A.

Emall-to-Case






Question # 3

The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A.

Create, approve, publish, consume, feedback

B.

Create, feedback, publish, approve, consume

C.

Create, publish, feedback, approve, consume

D.

Create, consume, feedback, approve, publish



A.

Create, approve, publish, consume, feedback






Question # 4

The Contact Center at Universal Containers wants to increase its profit margins by
promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console



A.

Knowledge Base


B.

Customer Community






Question # 5

A support agent has a detailed question about product functionality. The agent needs to
access a real-time response from internal subject matter experts.
Which feature will help the support agent send this question to the right group of people?
Choose one answer

A.

Mass email

B.

Chatter groups

C.

Public groups

D.

Escalation rule



B.

Chatter groups





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