Salesforce CRT-261 Quiz 3 Topic 13 Questions 11-15

Question: 1

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

ANumber of Chatter files attached to cases.

BNumber of published article views.

CNumber of articles associated to cases.

DNumber of content packs attached to cases.

ENumber of successful keyword searches.

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Question: 2

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

AProcess Builder Scheduled Actions

BTime-based Workflow Rules

CScheduled Reports

DMilestone Actions

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Question: 3

The Service Desk at Universal Containers is considering implementing a Service Console and is considering using Lightning Experience. Which three features are available only in Classic? Choose 3 answers

ADynamic list updates

BQuick Text

CMulti -monitor support

DKeyboard Shortcuts

ECase hover

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Question: 4

The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?

AProvide the Service Manager with edit permissions to the standard Knowledge Article views.

BProvide the Service Manager with edit permissions to the standard Knowledge Article reports.

CCreate a custom report for Knowledge Articles that filters the results based on publication status and last modified date.

DCreate a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.

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Question: 5

Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

ACommunities

BChatter Questions

CPublic Knowledge

DField Service

EMacros

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Salesforce CRT-261 Quiz:3 Topic:13 Questions:11-15