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

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 3

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 4

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?

A : Use the Cases with Milestones report type.

B : Use the Case Lifecycle report type.

C : Use the Case Historical Trending report type.

Answer: B

Question 5

Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.

Which solution should a consultant recommend?

A : Web-to-Case

B : Outlook Integration

C : Email-to-Case

D : On-Demand Email-to-Case

Answer: C

Free Practice Salesforce CRT-261 Exam Questions 2025