Free Salesforce CRT-261 Exam Questions

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

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Total 261 Questions | Updated On: Jan 10, 2025

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Question 1

What are three necessary steps to test that the Omm-Channel implementation is routing correctly? Choose 3 answers

A : Change the owner to a queue associated with the routing configuration,

B : Log in as a user who is enabled for Omni-Channel access.

C : Enable Debug Omni Channel routing configuration in SttUp.

D : Open the Omni-Channel Supervisor tab.

E : Open the record you want to route.

Answer: A,B,E

Question 2

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:

* Agents need to collaborate with other teams.

* The product development team needs to be alerted on high-priority cases for specific products.

Which solution will meet these requirements?

A : Process Builder for notifications and case teams to monitor cases.

B : Process Builder for notifications and account teams to monitor cases.

C : escalation rules for notifications and account teams to monitor cases.

D : escalation rules for notifications and case teams to monitor cases.

Answer: A

Question 3

Which search mechanism should be used to find case comments from within the lightning service console?

A : arch utility component

B : mment search component

C : mments list view

D : obal search

Answer: D

Question 4

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its contact center for the first time. The project requires quick iterations and speedy completion. UC has requested frequent updates from the project team for check-ins and refinement. Which methodology should the consultant recommend given the requirements?

A : Agile

B : Hybrid

C : Waterfall

Answer: A

Question 5

A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which report type should the consultant recommend when creating a report?