Salesforce CRT-261 Quiz 15 Topic 9 Questions 71-75

Question: 1

A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.

What should a consultant recommend to accomplish this requirement? (Choose 2)

AHide the Article Management tab for users who should have read-only access to articles.

BSet the organization-wide default to private and create sharing rules for the FAQ article type

CEnable the Manage Articles permission for the publisher profile and assign it to users

DCreate a publisher profile that includes create access on the FAQ article type.

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Question: 2

Universal containers wants to provide its 20 million customers with a portal where they can:

- Submit inquiries,

- Monitor the status of those inquiries,

- View their contact information.

To meet these requirements, which type of portal license would be most appropriate for the customers?

ACustomer Community

BPartner Community

CEmployee Community

DSites

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Question: 3

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

ACreate a Lightning Platform app for Facebook monitoring.

BEnable Social Customer Service.

CIntegrate Facebook to its existing Customer Community.

DEnable Salesforce social profile on contacts.

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Question: 4

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

ATrack social sentiment across social media outlets

BImprove the training provided to existing agents

CHire more agents for the contact centers

DConfigure entitlements and milestones to enforce SLAs

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Question: 5

Universal container support manager wants to share product specific information with their customers using communities. Choose 3 Answers

APublish articles to external channels

BAssign article types to the communities

CEnable public solutions.

DConfigure content library permissions

EEnable article deliveries

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Salesforce CRT-261 Quiz:15 Topic:9 Questions:71-75