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Salesforce CRT-211 Exam
Certification Preparation for Advanced Administrator (Page 14 )

Updated On: 7-Feb-2026
Page 12 of 62
PDF with 304 Questions

Which three capabilities of Live Agent in the Salesforce Console for Service? Choose 3 answers.

  1. Approval Processes can be used to escalate cases in the chat window.
  2. Multiple visitors can chat in one window
  3. The Articles tool can be used to search for Knowledge Articles
  4. Chats can be transferred to other agents.
  5. The Details tab can be used to see information about the visitor.

Answer(s): C,D,E



The VP of Sales wants to require that the Next Step Field is always updated when an opportunity stage is changed. How can this process be automated?

  1. Create a workflow rule with the following formula: AND( ISCHANGED(StageName), NOT(ISCHANGED(NextStep))
  2. Create a validation rule with the following formula: AND( ISCHANGED(StageName), NOT(ISCHANGED(NextStep))
  3. Create a validation rule with the following formula: AND( ISCHANGED(ISPICKVAL(StageName)), NOT(ISCHANGED(NextStep)))
  4. Create a workflow rule with the following formula: AND( ISCHANGED(ISPICKVAL(StageName)), NOT(ISCHANGED(NextStep))

Answer(s): B



An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account. Using the salesforce Merge Feature, what steps steps should be taken to merge these accounts ?

  1. Merge the duplicate contacts, and then merge the duplicate accounts.
  2. Merge the duplicate accounts, and then merge the duplicate contacts.
  3. Merge the duplicate accounts, and then the duplicate contacts will be merged automatically.
  4. Merge the duplicate accounts, and check the that optionally merges the duplicate contacts.

Answer(s): B



Universal Containers has a workflow rule that sends and email alert to the VP of Sales when a large deal is won. The VP is reporting that these emails are not being delivered.Which two tools should be used to determine the problem?

  1. System audit trail
  2. Debug logo
  3. Email log
  4. Workflow monitor

Answer(s): B,C



Universal Containers support team needs to track service level agreements for customers. Today, they manually look up contacts by name when a customer calls. How can the administrator automate this process?

  1. Enable Case Feed and add a Contracts custom publisher to the Case Feed layout.
  2. Create a private Chatter group for customers with high-priority service level agreements.
  3. Configure a workflow rule that sends and email alert of old cases to the support manager.
  4. Enable entitlements and add the tab for entitlements and service contracts.

Answer(s): D






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