Free Online Salesforce CRT-261 Practice Test

Prepare Your Salesforce CRT-261 Exam Questions with Free online CRT-261 Practice Test. Get Brilliant Certification Preparation for Service Cloud Consultant (WI24) Exam Results with Valid CRT 261 Exam Dumps.

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Total 261 Questions | Updated On: May 14, 2024

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Question 1

Service agents at Cloud Kicks frequently encounter duplicate coses that customers in different channels created. Management would like to provide a method for service agents to combine duplicates and delete one of the cases.

Which action should a Service Cloud consultant recommend?

A : Enable Case Merge.

B : Create an auto-launched flow.

C : Configuration a blocking duplicate rule

D : Set a validation rule

Answer: B

Question 2

Universal Containers wants to reduce the amount of Sim support agents spend creating cases. Case creation must scale up to 5OO0 new cases per day, as well as allowing file attachments under 25 MB by the customer.

Which two features should the consultant suggest?

Choose 2 answers

A : Standard Email-to-case

B : On-Domand Emali-to-Case

C : Apex Email Service

D : Web-to-Case forms

Answer: A,B

Question 3

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 4

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

A : Email-to-Case

B : Salesforce for Outlook

C : Web-to-Case

D : On-Demand Email-to-Case

Answer: A

Question 5

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?

A : Lookup Filter

B : Auto-Add Milestones

C : Cross-Object Formula

D : Approval Process

Answer: A

Page: 1 / 53

Total 261 Questions | Updated On: May 14, 2024

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