Salesforce CRT-261 Quiz 20 Topic 3 Questions 96-100

Question: 1

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.

Which product and license type would meet all of these requirements?

AForce.com Sites with Knowledge and Email-to-Case

BVisualforce and Self-Service Portal

CForce.com Sites with Knowledge and Web-to-Case

DForce.com Sites and High-Volume Customer Portal

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Question: 2

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

AAn outbound message to a middleware platform to provide map details

BA mashup integration on the Account page to a third-party mapping service

CA Web Service call-out that retrieves map details from the backend system

DA custom tab of type URL that displays a map image of customer location

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Question: 3

At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?

ABuild a repository of Knowledge articles related to integration and share it with the customer.

BEnable Chatter case feed and add product development team members to the case team.

CCreate a related child case and assign the child case to the product development team.

DCreate a private Chatter group with customers and invite key individuals to join the group.

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Question: 4

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

AIt is a server based software program that controls the behavior of a Salesforce SoftPhone

BIt is an intermediary between a telephony system and a Salesforce CRM call center user

CIt utilizes the SoftPhone capability from within the Salesforce application

DIt allows voicemails to be captured and stored as attachments on cases

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Question: 5

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

ACreate a bucket field on a report to calculate the percentage of escalated cases

BCreate a case report with a custom summary formula to calculate the percentage of escalated cases

CCreate a formula field on the case record to calculate percentage of escalated cases

DCreate a daily snapshot report of all cases and calculate percentage of escalated cases

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Salesforce CRT-261 Quiz:20 Topic:3 Questions:96-100