Free Salesforce CRT-261 Exam Questions

Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields. Which feature should a consultant implement to meet the requirement? 

Cloud Kicks uses Omni-Channel to route cases to service reps based on location. At times, certain locationsare over capacity while other locations have available capacity. Managers would like the ability to respond tothese situations.What should a consultant recommend as a solution?

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining articlequality. CK plans to allow all service agents to create articles.What should the consultant recommend to create a vetting workflow to reduce the number of low-qualityarticles?

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

A Service Cloud Consultant is configuring an "Order Inquiries" topic for an Agentforce Service Agent. Thebusiness requires that if a package is reported lost, the AI agent must immediately escalate the conversation toa service rep.How should the consultant achieve this?