Salesforce CRT-261 Quiz 26 Topic 1 Questions 126-130

Question: 1

Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?

Choose 2 answers

AData Category to assign an Article Type to a Reviewer

BValidation Rules for Article Types to verify all fields during creation

CKnowledge Action to Publish an Article once the Article is approved

DApproval Process that assigns an Article to a Reviewer Queue

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Question: 2

Universal Containers would like to implement Omni Channel within Service Cloud for their representatives.; What is the first step an Administrator is required to perform in order to configure Omni Channel?

AAssign Users to Omni Channel permissions

BEnable Omni Channel by clicking Settings in Setup

CAssign Users to the Omni Channel Feature License

DContact Salesforce to have Omni Channel enabled

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Question: 3

Which two solutions should Universal Containers consider to increase Contact Center Agent productivity? Choose 2 answers

AEnable templates for written responses.

BIncrease the number of agents.

CImprove the agent interface.

DEmploy surveys to confirm customer satisfaction.

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Question: 4

Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers

AEnsure each laptop has a modern browser installed.

BCoach users on minimizing open console tabs.

CAllow the user to log into Live Agent from multiple browsers.

DAdd additional components to the Lightning console.

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Question: 5

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.

What should a Consultant recommend to address this issue?

AInsert a reference Thread ID in the email subject template

BUse Omni-Channel to automatically route inbound email

CAssign a user to manually manage incoming email

DConvert to an On-Demand Email-to-Case setup

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Salesforce CRT-261 Quiz:26 Topic:1 Questions:126-130