Online Access Free CRT-261 Practice Test

Universal Containers (UC) has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the "Publish Articles" and the "Submit for Approval" buttons are available on page layouts. Agents are forgetting to submit certain article types for approval. UC wants to automate the Approval Process.
What should a consultant recommend to meet the requirement?

• A.Use a scheduled action to determine when article approvals are needed.
• B.Use a record-triggered flow to determine when article approvals are needed.
• C.Use a record-triggered flow to submit all articles for approval.

The support manager at Universal Containers wants to see monthly historical metrics for first-call resolution by call center.
Which analytics solution should the consultant recommend?

• A.Case History report grouped by Call Center
• B.Dynamic Dashboard grouped by Call Center
• C.Case report grouped by Call Center

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

• A.Private
• B.Territory Rule
• C.Read-Only

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

• A.It is incompatible with Einstein Bots.
• B.It should be deployed with Experience Builder.
• C.It should be routed via Omni-Channel,

Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge Centered Support (KCS) methodology.
Which benefit can be expected?

• A.Reduced issue resolution time
• B.Reduced first contact resolution time
• C.Reduced post-interaction time