Salesforce CRT-261 Quiz 10 Topic 19 Questions 46-50

Question: 1

Which solution should a consultant recommend?

AEnable the knowledge sidebar related list on the case page layout.

BCreate a visualforce page called knowledge sidebar on the case page layout.

CEnable the knowledge sidebar setting in the case support settings.

DImplement a salesforce console for service and enable the knowledge sidebar on the case page layout.

EUniversal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

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Question: 2

A customer-submitted case is routed to a service desk agent at Universal Containers. After the agent responds to the case, the agent realizes the customer is not eligible for support. Which solution should a consultant recommend to prevent this scenario from happening in the future?

AAdd the entitlement related list to account page layouts.

BAdd the entitlement lookup field to case page layouts.

CAdd a Validation Rule that ensures each Case has an entitlement.

DAdd a Validation Rule that ensures each Account has an entitlement.

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Question: 3

Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?

AUse case auto-response rules to send an email to support managers within one hour of case creation.

BAssign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.

CCreate a workflow rule to send an email to support managers when a case is created and assigned to a queue.

DCreate a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.

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Question: 4

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.

How should the console be configured to satisfy this requirement?

AConfigure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

BTrain users to scroll through the case page layout to look for product related information or customer- related information based on case type

CCreate separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

DConfigure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

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Question: 5

A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.

Which configuration option should be verified?

AVerify that users have access to the chat buttons.

BVerify that users are assigned the chat user profile.

CVerify that users have access to the chat public group.

DVerify that users are assigned the chat feature license.

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Salesforce CRT-261 Quiz:10 Topic:19 Questions:46-50