[Feb-2026] Salesforce CRT-261 DUMPS WITH REAL EXAM QUESTIONS [Q44-Q60]

06Feb 2026 by admin No Comments

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[Feb-2026] Salesforce CRT-261 DUMPS WITH REAL EXAM QUESTIONS

2026 New PracticeMaterial CRT-261 PDF Recently Updated Questions

NEW QUESTION 44
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

NEW QUESTION 45
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

Omni-Channel

Publisher Actions

Macros

Quick Text

Chatter

NEW QUESTION 46
Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

Enable the Knowledge sidebar related list on the case page layout.

Enable the Knowledge sidebar setting in the case support settings.

Create a Visualforce page called Knowledge sidebar on the case page layout.

NEW QUESTION 47
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

Email-to-Case

Salesforce for Outlook

Web-to-Case

On-Demand Email-to-Case

NEW QUESTION 48
Cloud Kicks is preparing to deploy Omni-Channel Resolutin to dispatch work items to service agents. The Head of Service wants to know what shojld be done during high volume incidents where over 200,000 cases are opened.

Use a Most Aavailable Routing Model which will assign to the agent that be available next.

Set Work Item Size Percentage of Capacity to only consume part of an agent’s availability.

Configure an Overflow Assignee with a user or queue outside the routing configuration.

Use a Least Active Routing Model which will assign to the agent that is the least over capacity.

NEW QUESTION 49
Universal Containers has implemented a call-based response system. The call wait time has become too long and customer service is being affected. Management would like to find a way for their agents to handle more customer transactions per day.
Which two features should a Consultant recommend?
Choose 2 answers

Facebook Messaging

Escalation Rules

Chat

Case Auto-Response

NEW QUESTION 50
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers

A knowledge article life cycle that is implemented correctly the first time and does not need to change

Reduced first contact resolution

A knowledge article life cycle that evolves based on usage and demand

Reduced issue resolution time

NEW QUESTION 51
The support management team at Universal Containers has noticed an increase in wait times over the last several months when customers call in for support.
What should a consultant recommend to help decrease customer wait times?

Set up analytical snapshots to capture key case Information and create historical trending reports.

Create reports to analyze data in order to understand peak times and ensure adequate.

Create case escalation rules to route high-priority cases directly to supervisors for resolution.

NEW QUESTION 52
Cloud Kicks (CK) provides product support based on Service Contracts. A customer’s Service Contract includes the same level of Entitlements for response time and business hours on both Case and Work Orders.
CK would like an efficient method to manage the setup.
What is the recommended configuration to meet the requirements?

Set up separate Entitlement Process for Case and Work Order

Assign the WorV Order to the same Case as the Entitlement Process.

Create or Apex Trigger to assign the Entitlement Process to Work Order.

Work Orders created from a Case automaticallv inherit the Entitlement Process

NEW QUESTION 53
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers

Restrict visibility of the views

Reduce the number of fields displayed

Filter the views by case owner

Remove filter criteria from the views

NEW QUESTION 54
Universal Containers has a case handling process that requires each case to go through a series of steps within a specified amount of time from case submission to case closure.
Which solution should a consultant recommend to meet these requirements?

Define entitlements and milestones.

Enable and configure Omni-Channel routing.

Implement Lightning flow with time-based actions.

NEW QUESTION 55
Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

Change the Run Apex As User to a service agent profile.

In Inbound Setting, set Enable Case Reopen to 3 days.

Establish Duplicate Rules to find similar cases.

Configure a Macro to close the duplicate case

NEW QUESTION 56
A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.
Which measure can satisfy this requirement?

Customer Satisfaction

Customer Engagement Score

Net Promoter Score

Service-Level Measure

NEW QUESTION 57
In the build phase of a Service Cloud implementation for Universal Containers, which activity should a consultant prioritize to ensure the system aligns with the client’s business processes and requirements?

Configure, develop, and test the application in a sandbox environment.

Develop training materials after configuring the application to prepare for user adoption.

Migrate data to the sandbox environment and verify successful migration.

NEW QUESTION 58
Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articles from another knowledge base. The current knowledge base includes how-to guides written in HTML.
What is the recommended method to import the how-to guides into Salesforce Knowledge?

Change the HTML format first to support subfields.

Create an HTML file for each rich text area field.

Modify the import parameters to specify HTML encoding.

NEW QUESTION 59
Universal Containers (UC) provides customer support for two separate business groups. UC requires that cases for each business group have different support processes and fields.
Which feature should a consultant implement to meet the requirement?

Omni-Channel

Record Types

Dynamic Forms

NEW QUESTION 60
Cloud Kicks provides support to customers through voice, web, and chat channels. Cases are routed to service agents based on availability and skills. When agents encounter issues, they can raise a flag. Supervisors need to respond to flags and provide responses that only the agent can view.
What is the recommended solution to meet the requirements?

Screen Flow

Einstein Case Routing

Case Escalation Rules

Omni-Channel Supervisor

Latest CRT-261 Pass Guaranteed Exam Dumps Certification Sample Questions: https://www.practicematerial.com/CRT-261-exam-materials.html

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