Online Access Free CRT-261 Practice Test

Universal Containers has recently implemented an Experience Cloud site to allow its customers to create and update their cases online. Customers should only be able to access the cases where they are listed as the contact, including cases created by the their behalf. support team on What should a consultant recommend to meet the requirement?

• A.A sharing set to grant the Experience Cloud site user access to records associated to their Contact record
• B.An organization-wide default of Public Read/Write on the Case object
• C.A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

To help service agents more accurately respond to a new case, Universal Containers wants a list of relevant Knowledge articles displayed on the Case record page.
How should a consultant configure this requirement?

• A.Add the Knowledge related list to the Case record page.
• B.Add the Knowledge tab to the Service Console.
• C.Add the Knowledge component to the Case record page.

Cloud Kicks (CK) started out as a small shoe company. Now, CK is growing and needs to meet changing customer expectations while also uplifting agent skill sets and organizational success.
In which order would a consultant work through a high-level discussion and planning session with CK?

• A.Gather organizational vision, match appropriate metrics, plan for user feedback, and map processes.
• B.Gather organizational vision, map processes, plan for user feedback, and define metrics.
• C.Gather organizational vision, map processes, plan metrics, and plan for user feedback.

Cloud Kicks frequently works with distribution partners who have complex issues that need immediate attention. To solve the issues, Tier 2 support often needs to engage other teams within the organization. The team uses Slack to communicate internally.
Which solution should the consultant recommend to meet the needs of the organization?

• A.Omni-Channel routing
• B.Case escalation
• C.Swarming

Universal Containers 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 articles types for approval.
What should a consultant recommend to automate the Approval Process?

• A.Update the Approval Process to Auto-launch.
• B.Create a Lightning Web Component action for Approval Process.
• C.Create an autolaunched Flow.