CRT-261 Salesforce Exam Questions and Free Practice Test

Question 13

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A. Install an adapter from AppExdiange to work with third-party cn systems.

B. Enable Live Agent in their community to chat with an agent.

C. Assign the correct Salesforce users to the Call Center.

D. Create a softphone layout and assign to user profiles.

E. Assign the Salesforce CTI license to Salesforce users.

Correct Answer:ACD

Question 14

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A. Customer Community

B. Field Service Lightning

C. SOS Video Chat

D. Salesforce Knowledge

Correct Answer:C

Question 15

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

Correct Answer:CD

Question 16

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

Correct Answer:C

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