Salesforce CRT-261 Quiz 48 Topic 12 Questions 236-240

Question: 1

Universal Containers had tech support and general customer teams that use unique service console applications.

Which two configuration should a consultant use when deploying the console?

AAssign user to public group with access to the service console app

BAssign users a permission with access to the service console app

CAssign users a sharing rule with access to the service console app

DAssign users a profile with access to the service console app

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Question: 2

A Global company requires public documents to be translated into multiple languages.

Which implementation should the consultant recommend?

ALightning Knowledge

BClassic Knowledge

CSalesforce Content

DSalesforce Files

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Question: 3

A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?

ACommunity

BEmail to Case

CWeb to Case

DOn Demand Email to Case

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Question: 4

Universal Container wants to measure the efficient of its Contact Center.

Which three metrics should the contact center manager analyze?

ANumber of Closed cases on first call

BAverage Number of days to close cases

CNumber of open cases per day

DNumber of cases escalated

ENumber of new customers added

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Question: 5

UC's service center needs to provide support for a new product line. The product manager would like to be notified whenever a customer reports a new defect. Which solution should a consultant recommend to meet this requirement?

(choose 1 answer)

AUse an escalation rule to move cases into the product manager queue

BUse Chatter case feed and case teams to monitor cases

CUse an assignment rule to assign new cases to the product manager

DUse a workflow rule to send an email to the product manager

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Salesforce CRT-261 Quiz:48 Topic:12 Questions:236-240