Free Salesforce CRT-261 Exam Questions

Become Salesforce Certified with updated CRT-261 exam questions and correct answers

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Total 269 Questions | Updated On: Jul 30, 2025

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Question 1

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK wants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering. What should a consultant recommend to provide these newer capabilities?

A : Messaging for Web

B : AppExchange package

C : Einstein Bots

Answer: A

Question 2

Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record. Which channel should a consultant recommend to meet these requirements?

A : Email-to-case

B : Social Customer Service

C : Chat

D : Web-to-case

Answer: A

Question 3

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders. CK would like an efficient method to manage the setup.

What is the recommended configuration to meet the requirements?

A : Set up separate Entitlement Process for Case and Work Order

B : Assign the WorV Order to the same Case as the Entitlement Process.

C : Create or Apex Trigger to assign the Entitlement Process to Work Order.

D : Work Orders created from a Case automaticallv inherit the Entitlement Process

Answer: A

Question 4

what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

A : Customize the lightning console chat page

B : Configure a chat validation rule

C : Customize the pre chat form

D : ConfigureLightningGuided Engagement

Answer: C

Question 5

Cloud Kicks (CK) has a service performance aasnboard to marage .ts entire support organization. Now, CK would like to understand performance from different perspectives, such as by product Hne or case close date quarter.

What is the recommended solution to meet the requirements'

A : Configure e deshboerd refresh schedule.

B : Ensure View All Data is not assigned to users.

C : Use a Dynamic Dashboard based on running user.

D : Add multiple Dashboard Filters.

Answer: C

Page: 1 / 54

Total 269 Questions | Updated On: Jul 30, 2025

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