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CRT-261 Practice Questions

Question # 1

Universal Containers wants to provide a more consistent service experience to its
customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

C.

The Macros widget or utility must be added to the console.

D.

The Run Macros Permission must be granted to users.

E.

The Run Macros Action must be on the page layout.



A.

Users must use Lightning Experience.


B.

Publisher Actions used in the macros must be on the page layout.


D.

The Run Macros Permission must be granted to users.



Question # 2

Which feature should a Consultant configure to allow global Service Reps to call customers
from within the Lightning Service Console?

A.

Open CTI

B.

Macros

C.

Local Presence

D.

Lightning Dialer



D.

Lightning Dialer



Question # 3

Universal Containers needs to closely manage the publishing life cycle for articles in
Knowledge. Article managers will be granted different publishing capabilities, from article
creation through archiving published articles.
How should the permissions for article managers be set up?
Choose one answer

A.

Create public groups with article managers and assign each group to specific article
actions.

B.

Create publication teams with article managers and assign each team to specific article
actions.

C.

Create public groups with article managers and assign each group to specific publication
states.

D.

Create publication teams with article managers and assign each team to specific
publication states.



A.

Create public groups with article managers and assign each group to specific article
actions.



Question # 4

A company receives support requests through a variety of email addresses and web forms
for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most
appropriate representatives?

A.

Case Assignment Rules, Queues, Chatter Groups, Live Agent

B.

Case Assignment Rules, Queues, Public Groups, Omni-Channel

C.

Escalation Rules, Queues, Chatter Groups, Omni-Channel

D.

Escalation Rules, Queues, Public Groups, Live Agent



B.

Case Assignment Rules, Queues, Public Groups, Omni-Channel



Question # 5

A company is planning for the migration of an existing knowledge base into Salesforce
Knowledge. Which set of factors should be considered in selecting which articles to
migrate?

A.

Last modified date and frequent search terms

B.

Last modified date and number of recent article views

C.

Original creation date and average rating of articles

D.

Original creation date and total number of article views



B.

Last modified date and number of recent article views



Question # 6

The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A.

Create, approve, publish, consume, feedback

B.

Create, feedback, publish, approve, consume

C.

Create, publish, feedback, approve, consume

D.

Create, consume, feedback, approve, publish



A.

Create, approve, publish, consume, feedback



Question # 7

The Contact Center at Universal Containers wants to increase its profit margins by
promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A.

Knowledge Base

B.

Customer Community

C.

Automatic Call Distribution

D.

Service Cloud Console



A.

Knowledge Base


B.

Customer Community



Question # 8

Universal Containers wants to ensure the contracted service level requirements for its
clients are being met. What should be configured to meet this requirement?

A.

Entitlement processes, milestones, milestone actions, and entitlements

B.

Entitlement processes, contracts, contract line Items, and entitlements

C.

Entitlement processes, contract line items, milestones, and entitlements

D.

Entitlement processes, contracts, milestones, and milestone actions



A.

Entitlement processes, milestones, milestone actions, and entitlements



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Exam Name: Salesforce Certified Service cloud consultant (WI25)
Certification Name: Certified Service Cloud Consultant

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