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Salesforce CRT-261 Exam Sample Questions

Question # 1

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. Which three configurations must be made? Choose 3 answers

A. Users must use Lightning Experience.

B. Publisher Actions used in the macros must be on the page layout.

C. The Macros widget or utility must be added to the console.

D. The Run Macros Permission must be granted to users.

E. The Run Macros Action must be on the page layout.

Answer

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

D.

The Run Macros Permission must be granted to users.

---

Question # 2

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields. Which three features could be implemented to support this? Choose 3 answers

A. Omni-Channel

B. Page Layouts

C. Record Types

D. Support Processes

E. Article Types

Answer

A.

Omni-Channel

C.

Record Types

D.

Support Processes

---

Question # 3

A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live. Which approach should be used for the data migration?

A. Prepare, Plan, Test, Execute, Validate

B. Plan, Prepare, Test, Execute, Validate

C. Prepare, Plan, Validate, Execute, Test

D. Plan, Prepare, Validate, Execute, Test

Answer

D.

Plan, Prepare, Validate, Execute, Test

---

Question # 4

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case. Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Visual Workflow

B. Lightning Guided Engagement

C. Quick Text

D. Macros

Answer

C.

Quick Text

D.

Macros

---

Question # 5

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?

A. Contact Salesforce to send a report on article efficacy.

B. Send out a monthly survey to customers requesting feedback.

C. Install Knowledge Base Dashboards and Reports AppExchange package.

D. Create a group of super users that will evaluate and manage articles.

Answer

C.

Install Knowledge Base Dashboards and Reports AppExchange package.

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