Online Access Free CRT-261 Practice Test

Universal Containers case managers receive a high volume of new cases daily and would like to improve efficiency across multiple teams with multiple disparate product specializations. Currently, all cases are automatically distributed evenly across all case managers, regardless of the case manager's knowledge of the products related to the case.
What should a consultant recommend to modify the Case Assignment rules?

• A.Implement Skills-Based Routing.
• B.Implement Queue-Based Routing
• C.Implement Einstein Article Recommendations.

Universal Containers wants to move articles from an old database to its new Salesforce Knowledge system.
Many of the how-to articles include images that need to be transferred.
What should a consultant consider when moving these images into Salesforce Knowledge?

• A.Add images to an HTML file.
• B.Change all images to JPEG files.
• C.Ensure each image is less than 25 MB.

Cloud Kicks wants to implement a solution that would hold service agents accountable for keeping customer service-level agreements (SLAs).
Which feature should a consultant use to meet this request?

• A.Salesforce Survey
• B.Entitlement process
• C.Service Contracts

Universal Containers has created permission sets granting access to objects and fields in one of its sandboxes.
Following best practices, how should a consultant deploy these permission sets to production?

• A.Re-create them manually.
• B.Use Salesforce Workbench.
• C.Use a change set.

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 to reduce customers' wait times and enable agents to handle more inquiries at a time.
Which feature should a consultant recommend?

• A.Case auto-response rule
• B.OmniStudio
• C.Salesforce Chat