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: Oct 29, 2025

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Question 1

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer.

How should this be implemented?

Choose 2 answers

A : Article Record Types must be created before the import.

B : Each Article Record Type must be in a separate CSV.

C : Article Record Types will be created as part of the import.

D : Multiple Article Record Types can be imported in the same CSV.

Answer: A,D

Question 2

Universal Containers (UC) recently expanded sales to Mexico and Canada, UC wants Omni-Channel to route cases to agents who speak the customer's preferred language and have the right knowledge to solve the issue. Which solution should a consultant recommend to meet the requirements?

A : Configure Omni-Channel Skills-Based Routing.

B : Configure Case Assignment rule and Omni-Channel Supervisor.

C : Configure Omni-Channel Queve-Based Routing.

Answer: A

Question 3

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines.

CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents will be trained in one or two of the new support methods, in addition to voice support.

What is the recommended solution to meet the requirements?

A : Knowledge One with Article Recommendations

B : Experience Cloud with self-support

C : Omni-Channel with Skills-Based Routing.

D : Live Agent and Live Message

Answer: C

Question 4

Cloud Kicks wants to standardize its service KPIs for response time and first case closure rates.

Individual service agents, team leaders, regional directors, and the VP of service should see the

same KPIs calculated using only the data the user can access.

What is the recommended running user to meet the requirements?

A : Let the dashboard viewers choose

B : The user creating the dashboard

C : The VP of service

D : The dashboard viewer

Answer: D

Question 5

Metrics show that Universal Containers has a high call abandonment rate Which two strategies should a consultant recommend?

Choose 2 answers

A : Simplify the interactive voice response (IVR) tree.

B : Set up Email-to-Case.

C : Use Assignment rules and case queues.

D : Add additional agents to lower average hold time.

Answer: A,D

Page: 1 / 54

Total 269 Questions | Updated On: Oct 29, 2025

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