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Salesforce CRT-261 Exam Sample Questions

Question # 1

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

A. Enable Omni Channel in Setup.

B. Assign Users to the Omni Channel Feature License.

C. Assign Users to Omni Channel permissions.

D. Contact Salesforce to have Omni Channel enabled.

Answer

A.

Enable Omni Channel in Setup.

---

Question # 2

A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements. Which two steps should be completed to meet this request? Choose 2 answers

A. Enable Work Orders.

B. Create an Entitlement Process.

C. Set up Milestones.

D. Configure Service Contracts.

Answer

B.

Create an Entitlement Process.

C.

Set up Milestones.

---

Question # 3

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements: • Ability for visitors to search Knowledge articles without registering or logging in • Ability for over one million registered customers to securely submit cases and view the status of those cases • Ability to display white papers to registered customers • Ability for registered customers to save favorite Knowledge articles for easy access laterWhat should the consultant recommend as part of the solution?

A. Implement Partner Communities with Knowledge.

B. Implement Customer Communities with Content.

C. Implement Employee Communities with Content.

D. Implement Customer Communities with Knowledge.

Answer

D.

Implement Customer Communities with Knowledge.

---

Question # 4

Universal Containers has built a custom Visualforce page called "Knowledge" that is used internally to access Classic Knowledge. Which two steps must be taken to ensure the Visualforce page continues to work after migrating to Lightning Knowledge?Choose 2 answers

A. Remove Apex code references to the Article RecordType field.

B. Configure the Visualforce page to use the Lightning Design System.

C. Rename the Visualforce page to "Lightning Knowledge"

D. Remove Apex code references to the ArticleType field.

Answer

B.

Configure the Visualforce page to use the Lightning Design System.

C.

Rename the Visualforce page to "Lightning Knowledge"

---

Question # 5

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

A. Omni-channel Skills-based routing

B. Live Agent Queue-based routing

C. Omni-channel Queue-based routing

D. Case Skills-based Assignment Rules

Answer

B.

Live Agent Queue-based routing

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