Salesforce CRT-261 Quiz 35 Topic 18 Questions 171-175

Question: 1

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

AThey are members of that Queue

BThey have a Contact Manager Profile

CIf the OWD for sharing cases is Public Read/Write/Transfer

DThey are higher in the Role Hierarchy than a Queue Member

EAll of the above

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Question: 2

If you delete a case, which two also get deleted? (Choose two answers)

AAccount

BSolution

CEvent

DAttachments

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Question: 3

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

AUse Visualforce to create a wizard for each process

BOrganize the fields on the page layout to match each process

CUse Visual Workflow to streamline the process

DCreate a custom object for each step in the process

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Question: 4

For which purpose should a contact center use Visual Flow?

ATo assign follow-up tasks to an agent one week after a case is closed.

BTo automatically assign cases to a specific queue based on the customer support level

CTo escalate to the support manager if it has been open for more than 72 hours

DTo automate business processes for agents who troubleshoot customer support issues via phone

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Question: 5

Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)

ADisplay product bug data in Salesforce via a Visualforce page (or use Lightning Connect)

BUse Web Services API to integrate the external database with Salesforce

CCreate a custom product bug object and import data into Salesforce

DUse Bulk API to load the product bug data into Salesforce

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Salesforce CRT-261 Quiz:35 Topic:18 Questions:171-175