Salesforce CRT-261 Quiz 57 Topic 5 Questions 281-285

Question: 1

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

AOmni-Channel

BPublisher Actions

CMacros

DQuick Text

EChatter

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Question: 2

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

AProcess Builder

BLightning Knowledge

CMacros

DVisual Workflow

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Question: 3

A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.

What should the Agent recommend to minimize costs?

AAssign a single agent to create the activities on all new onboarding cases.

BProvide a macro that will automatically create the activities when executed.

CAdd an object-specific custom quick action to create new activities.

DHire a certified developer to write an apex trigger that creates each new activity.

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Question: 4

When a Self Service Portal User adds a Case Comment the following actions take place:

AAn email is automatically sent to the case owner

BA Workflow rules is activated

CAn Assignment Rule is Activated

DNone of the above

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Question: 5

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

AUse Visualforce to create a wizard for each process

BOrganize the fields on the page layout to match each process

CUse Visual Workflow to streamline the process

DCreate a custom object for each step in the process

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Salesforce CRT-261 Quiz:57 Topic:5 Questions:281-285