Salesforce CRT-261 Quiz 1 Topic 14 Questions 1-5

Question: 1

Universal Containers' customer service technicians need to access the following information while at a customer site to complete the service call: * Customer order history * Level of contracted support * List of replaceable parts Which system can Salesforce integrate with to retrieve this information and make it available to technicians in the field?

AAn enterprise resource planning system

BA knowledge management system

CA workforce management system

DA third -party mobile application platform

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Question: 2

Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

ARun and view Salesforce reports.

BUpdate case data for a customer.

CPost report information on Chatter.

DReview existing cases for an account.

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Question: 3

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

AAgents can use telephony on a wide range of browsers and operating systems while only developing once.

BDevelopers can embed API calls and processes on web pages to automate call handling processes.

CDevelopers can integrate with any telephony platform available with little to no need for customization.

DAgents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

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Question: 4

Universal Containers wants to monitor customers' social media reactions and opinions. Agents also want to see recent cases that the customer as logged.

What feature should a consultant recommend to meet this requirement?

AOmni-Channel

BSocial Conversation Component

CAppExchange solution

DCustom Lightning Component

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Question: 5

After migrating from Knowledge to Lightning Knowledge, Authors are unable to create FAQ article type, but can successfully create Install Notes article type. Support Managers have confirmed that articles of type FAQ exist in Production.

How should a consultant correct this problem?

AGrant Authors access to the FAQ record type.

BAdd Authors to the FAQ Data Category.

CGrant Authors access to the FAQ article type.

DSet Article Org Wide Default to Public ReadWrite.

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Salesforce CRT-261 Quiz:1 Topic:14 Questions:1-5