Free Salesforce CRT-101 Exam Actual Questions

The questions for CRT-101 were last updated On Jan 19, 2025

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Question No. 1

DreamHouse Realty regularly processes customer requests for warranty work and would like to

offer customers a self-serve option to generate cases.

Which two solutions should an administrator use to meet this request?

Choose 2 answers

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Correct Answer: A, D

Web-to-Case and Email-to-Case are two solutions that allow customers to create cases from a web form or an email. Web-to-Case generates HTML code for a web form that you can place on your website. Email-to-Case converts incoming emails into cases.


Question No. 2

Northern Trail Outfitters is using one profile for all of its marketing users, providing read-only

access to the Campaign object. A few marketing users now require comprehensive edit access on

Campaigns.

How should an administrator fulfil this request?

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Correct Answer: A

Permission sets are used to grant additional permissions and access settings to individual users without changing their profiles or requiring a new profile to be created. You can use permission sets to extend users' functional access without changing their existing profiles. To meet the request of giving comprehensive edit access on Campaigns to a few marketing users who have read-only access by default, you need to create a permission set with edit access on Campaigns and assign it to those users. Reference: https://help.salesforce.com/s/articleView?id=sf.perm_sets_overview.htm&type=5


Question No. 3

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?

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Correct Answer: C

To acknowledge cases with a Case Reason of Installation immediately via email and assign them to appropriate agents, and escalate cases that are still in New status after 4 hours to support management, an administrator should use Auto-response rules, Queues, and Escalation Rules for case management. Auto-response rules allow sending automatic email responses to customers based on case criteria. Queues allow grouping cases that share common characteristics and assigning them to a group of users who can access and work on them. Escalation rules allow escalating cases that meet certain criteria to higher-level users or groups and sending email notifications. Macros and Entitlements are not case management tools that can be used for this requirement. Reference: https://help.salesforce.com/s/articleView?id=sf.case_autoresponse.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5


Question No. 4

A sales rep has left the company and an administrator has been asked to re-assign all their accounts

and opportunities to a new sales rep and keep the teams as is.

Which tool should an administrator use to accomplish this?

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Correct Answer: B

The mass transfer tool allows you to transfer up to 250 records at a time from one user to another user while keeping the existing team members intact. You can access this tool from Setup by entering Mass Transfer Records in the Quick Find box. Reference: https://help.salesforce.com/s/articleView?id=sf.mass_transfer_overview.htm&type=5


Question No. 5

An administrator at Dreamhouse Reality needs to Create Customized pages for the salesforce

mobile app.

Which two types of pages could an administrator build and customize using the Lightning App Builder?

Choose 2 Answers

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Correct Answer: C, D

App page and record page are two types of pages that an administrator can build and customize using Lightning App Builder for Salesforce mobile app. App pages are pages that display information or tools that don't belong to a specific record; they can be accessed from navigation menus or tabs in Salesforce mobile app. Record pages are pages that display information or actions related to a specific record; they can be accessed by opening any record in Salesforce mobile app. User page and dashboard page are not types of pages that can be built using Lightning App Builder for Salesforce mobile app; they are types of pages that can be built using other tools such as Profile settings or Dashboard Builder. Reference: https://help.salesforce.com/s/articleView?id=sf.app_builder_mobile_pages.htm&type=5


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