Free Practice Salesforce CRT-261 Exam Questions 2025

Stay ahead with 100% Free Certification Preparation for Service Cloud Consultant (WI25) CRT-261 Dumps Practice Questions

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Total 261 Questions | Updated On: Mar 25, 2025

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Question 1

Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.

What functionality should the consultant recommend implementing to resolve this issue?

A : Contact Requests

B : Social Customer Service

C : Embedded Chat Window

D : Open CT1

Answer: C

Question 2

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 3

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.

What should the Consultant recommend to gather information on Knowledge article usefulness?

A : Contact Salesforce to send a report on article efficacy.

B : Send out a monthly survey to customers requesting feedback.

C : Install Knowledge Base Dashboards and Reports AppExchange package.

D : Create a group of super users that will evaluate and manage articles.

Answer: C

Question 4

Universal Containers (UC) has created a new partner onboarding process that requires an agent to create 10 open activities that correlate to a step of the onboarding experience. UC typically adds 20 new partners a week. Creating activities is labor intensive and can take up to 20 minutes each to complete. What is a cost-effective method for agents to create these activities?

A : Navigate a Screen Flow.

B : Execute a macro.

C : Leverage Einstein Case Wrap-Up.

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: Mar 25, 2025

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