Salesforce CRT-261 Quiz 2 Topic 3 Questions 6-10

Question: 1

Universal Containers has millions of customers in Salesforce, but only a very small percentage have opened support cases in the past. Recently, Universal Containers has implemented a Customer Community and plans to allow customers to be authenticated users to increase self- service rates. Which two methods should be used to enable the customers on the Community? Choose 2 answers

AHave agents manually create Users when Community access is requested by Customers.

BHave agents provide Customers with Community registration instructions when working a case.

CIdentify active Customers and send them registration instructions via email.

DSend email notifications to all Customers to join the Community.

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Question: 2

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

ACustomer Community

BWeb -to -Case

CLive Agent

DKnowledge Base

EChatter Answers

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Question: 3

Which two configuration steps are required before Quick Actions can be used in Macros? Choose 2 answers

AThe specific Quick Action must be added to the Case Feed.

BGlobal Actions need to be on the publisher layout.

CThe specific Quick Action must be added to the Case record page.

DQuick Actions must be enabled in the org.

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Question: 4

Universal Containers has Technical Support and general Customer Service teams that use unique Service Console applications. Which two configurations should a Consultant use when deploying the console? Choose 2 answers

AAssign users to a Permission Set granting the Service User license.

BAssign users to a Permission Set with access to the service console app.

CAssign users the Service User license on their User record.

DAssign users to a Public Group with access to the service console app.

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Question: 5

Universal containers would like to implement a solution to hold service reps accountable to customer service level Agreements. Which two steps are necessary to satisfy this requirement? Choose 2 answers

ASet up Milestones.

BEnable Work Orders.

CCreate an Entitlement Process.

DConfigure Service Contracts.

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Salesforce CRT-261 Quiz:2 Topic:3 Questions:6-10