Salesforce CRT-261 Quiz 18 Topic 2 Questions 86-90

Question: 1

Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers

ANumber of open cases per day

BNumber of new customers added

CNumber of closed cases on first call

DAverage number of days to close cases

ENumber of cases escalated

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Question: 2

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3 million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

AThe Salesforce org may be slow during the data import

BRelated lists on the case object may be slow to populate

CSalesforce reporting speed may be affected

DResult may be slow when searching for records

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Question: 3

What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?

ACleanse the data outside of Salesforce and then migrate the data.

BUse the Salesforce data loader to load and cleanse the data.

CUse the Salesforce import wizard to load and cleanse the data.

DUpload the data into Salesforce and then run data cleansing tools.

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Question: 4

What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

AReplaces the need for an email channel

BEliminates tracking of customer entitlements

CUncovers gaps in the knowledge base

DReduces incoming call volume

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Question: 5

Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)

AOnly one inbound email address can be used for Email-to-Case

BFollow-up emails and attachments related to a case are attached to the case

CAssignment, escalation, and workflow rules are processed on inbound emails

DFollow-up emails related to a case will update the case comments

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Salesforce CRT-261 Quiz:18 Topic:2 Questions:86-90