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CRT-261 Practice Questions

Question # 1

Universal Containers wants to provide its resellers a secure portal where they can manage
their customer accounts, submit and track the status of their cases, and view reports and
dashboards.
Which solution should a consultant recommend?

A.

Employee Community

B.

Partner Community

C.

Reseller Community

D.

Customer Community



B.

Partner Community



Question # 2

Universal Containers wants to implement Omni Channel within Service Cloud for its
representatives. What is the first step required to configure Omni Channel?

A.

Enable Omni Channel in Setup.

B.

Assign Users to the Omni Channel Feature License.

C.

Assign Users to Omni Channel permissions.

D.

Contact Salesforce to have Omni Channel enabled.



A.

Enable Omni Channel in Setup.



Question # 3
A consulting firm has been retained to implement a new Service Cloud platform for a company. This company requires quick iterations and a speedy project completion. The company has requested frequent project updates for check-ins and refinement. Which methodology should the Consultant recommend to meet the given requirements?
A.

Kanban

B.

Lightning Platform

C.

Agile

D.

Waterfall



C.

Agile



Question # 4

Universal Containers is launching a full line of new products and Service Cloud should
support the following requirements:
• Agents need to collaborate with other teams.
• The product development team needs to be alerted on high-priority cases for specific
products.
Which solution will meet these requirements?

A.

Use Process Builder for notifications and case teams to monitor cases.

B.

Use Process Builder for notifications and account teams to monitor cases.

C.

Use escalation rules for notifications and account teams to monitor cases.

D.

Use escalation rules for notifications and case teams to monitor cases.



A.

Use Process Builder for notifications and case teams to monitor cases.



Question # 5

Universal Containers wants to implement a new web presence to support its customers. It
has provided the following requirements:
• Ability for visitors to search Knowledge articles without registering or logging in
• Ability for over one million registered customers to securely submit cases and view the
status of those cases
• Ability to display white papers to registered customers
• Ability for registered customers to save favorite Knowledge articles for easy access laterWhat should the consultant recommend as part of the solution?

A.

Implement Partner Communities with Knowledge.

B.

Implement Customer Communities with Content.

C.

Implement Employee Communities with Content.

D.

Implement Customer Communities with Knowledge.



D.

Implement Customer Communities with Knowledge.



Question # 6

Universal Containers' support team requires its customers to submit their support inquiries
via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
• Support attachments up to 30 MB per inquiry
• Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?

A.

Emall-to-Case

B.

Customer Chatter groups

C.

Web-to-Case

D.

On-Demand Email-to-Case



A.

Emall-to-Case



Question # 7

Universal Containers runs a support operation with multiple call centers. The Support
Manager wants to measure first-call resolution by call center location, agent, and calendar
month.
Which reporting solution should the Consultant recommend?

A.

Create a list view report that includes fields for call center location, agent, calendar
month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month,
and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.



Question # 8

Universal Containers (UC) created a new mobile app that enables customers to place
orders and track fulfillment. UC wants to quickly embed customer service into the new
mobile app. Which two features should be added to meet this requirement? Choose 2
answers

A.

Salesforce Knowledgebase

B.

Chatter Groups

C.

Field Service Lightning

D.

Service Cloud SOS



C.

Field Service Lightning


D.

Service Cloud SOS



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Salesforce CRT-261 Exam Dumps

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

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  • Total Questions: 198
  • Last Updation Date: 15-Apr-2025

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