100% Free Salesforce CRT-261 Practice Test Questions

Question 1

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

Question 2

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

Question 3

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 4

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.

Which two features should a consultant integrate into the Service Console? Choose 2 answers

A : Lightning Process Builder

B : Interaction Log

C : Lightning Row for Service

D : Path for Cases

Answer: B,C

Question 5

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

A : Article Translation

B : Data Category Groups

C : Chatter Answers

D : Data Category Visibility

Answer: D

Free Practice Salesforce CRT-261 Exam Questions 2025