Salesforce CRT-261 Quiz 23 Topic 17 Questions 111-115

Question: 1

When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel.

How can a Consultant implement the functionality with configuration?

ARemove these fields from the page layout and add the components to the highlights panel.

BAdd these fields to the page layout and add the components to the highlights panel

CRemove these fields from the page layout and add the fields to the highlights panel

DAdd the fields to the page layout and add the fields to the highlights panel.

Show Answer

Question: 2

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).

Which two approaches can be used to accomplish this goal?

Choose 2 answers

ARepresenting metrics such as first-response and resolution time on cases

BMonitoring the case escalation rule queue to confirm service levels are met

CIdentifying the customer contact associated with a particular stage of a service contract

DDisplaying whether a case response complies with a customer's service level agreement

Show Answer

Question: 3

A company wants to publish Knowledge articles to its Customer Community. The articles should be organized for easy navigation by Community members. What should a Consultant recommend?

ADefine Article Types with Public Sharing Settings.

BDefine Data Categories with Custom Visibility.

CDefine Topics for each Knowledge article.

DDefine a Custom Field to identify the Subject.

Show Answer

Question: 4

Universal Containers has implemented Service Cloud in its call center and wants to integrate it with its existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they are unable to produce a custom desktop build for the call center staff. Which solution should a consultant recommend?

AImplement an adapter using the Telephony API.

BMove to a cloud -based telephony system.

CImplement an adapter built on Open CTI.

DBuild an adapter using the telephony vendor's toolkit.

Show Answer

Question: 5

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

ACase Auto -Response Rules

BOmni -Channel

CCase Assignment Rules

DVisual Workflow

Show Answer

Salesforce CRT-261 Quiz:23 Topic:17 Questions:111-115