100% Free Salesforce CRT-261 Practice Test Questions

Question 1

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contractincludes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like anefficient method to manage the setup.What is the recommended configuration to meet the requirements?

A : Create a single entitlement process on both the Case and the Work Order.

B : Create a Flow to assign the entitlement process to the Work Order.

C : Create separate entitlement processes for the Case and Work Order.

Answer: A

Question 2

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types andcategories require approval. Both thePublish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting tosubmit certain articles types for approval.What should a consultant recommend to automate the Approval Process?

A : Update the Approval Process to Auto-launch.

B : Create a Lightning Web Component action for Approval Process.

C : Create an autolaunched Flow.

Answer: C

Question 3

An organization has requested guidance on how to delete customers’ personal data when they are no longerassociated with the company to stay compliant with global data protection andprivacy regulations.Which solution should the consultant recommend to meet the requirement?

A : Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable

B : Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.

C : Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.

Answer: B

Question 4

Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team. What should the consultant recommend to address this problem

A : Configure Case Assignment Rules to use Queues.

B : Configure Omni-Channel Routing Model as Most Available.

C : Configure Case Assignment Rules to use Users.

D : Configure Omni-Channel Routing Model as Least Active.

Answer: A

Question 5

Cloud Kicks (CK) provides product support based on Service Contracts. A customer's Service Contractincludes the same Service Level Agreement (SLA) for both Cases and Work Orders. CK would like anefficient method to manage the setup.What is the recommended configuration to meet the requirements?

A : Create a single entitlement process on both the Case and the Work Order.

B : Create a Flow to assign the entitlement process to the Work Order.

C : Create separate entitlement processes for the Case and Work Order.

Answer: A

100% Free CRT-261 Practice Exam Questions and Answers