Salesforce CRT-261 Quiz 9 Topic 2 Questions 41-45

Question: 1

Support agents need to verify that customers are eligible to receive customer support before they can update the

Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

AContacts

BProducts

CService contracts

DCase history

Show Answer

Question: 2

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

ACustomize the lightning console that page.

BConfigure a chat validation rule.

CCustomize the pre-chat form.

DConfigure lightning guided engagement.

Show Answer

Question: 3

Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?

AOmni Channel

BProcess Builder Assignment

CLive Agent

DCase Assignment Rules

Show Answer

Question: 4

Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:

* Ability for visitors to search Knowledge articles without registering or logging in

* Ability for over one million registered customers to securely submit cases and view the status of those cases

* Ability to display white papers to registered customers

* Ability for registered customers to save favorite Knowledge articles for easy access later

What should the consultant recommend as part of the solution?

AImplement Partner Communities with Knowledge.

BImplement Customer Communities with Content.

CImplement Employee Communities with Content.

DImplement Customer Communities with Knowledge.

Show Answer

Question: 5

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.

Which solution will ensure each team sees only the relevant article type for their product?

ACreate an article action for each record type and assign them to each team based on their product specialization

BCreate a permission set for each record type and assign them to each team based on their product specialization

CCreate a page layout for each article type and assign them to each team based on their product specialization

DCreate a data category for each product and assign them to each team bases on their product specialization

Show Answer

Salesforce CRT-261 Quiz:9 Topic:2 Questions:41-45