Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 13)

Question 56

A consultant has been hired to integrate a client's phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers

A.Service Console case creation configuration

B.CTI Adapter configuration

C.Lightning Console enablement

D.Call Center Definition File creation

Question 57

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A.Mix telephony interactions with email and chat

B.Extend benefits to part-time agents

C.Provide additional training on tools and process

D.Allow shift trading between agents

Question 58

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A.Create a case report to show the number of cases for each tier and sort them by case owner.

B.Create a case report to show all cases across tiers filtered by an escalation flag.

C.Create a custom trigger to generate history when cases get escalated between tiers.

D.Create an approval process to ensure only the appropriate cases get escalated.

Question 59

A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.

A.Public groups

B.Communities

C.Mass email

D.Salesforce Chat

Question 60

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

A.Send an email reminder to update the article status to Published on the start date.

B.Set the article publish date to automatically display the article on the start datE.

C.Create a workflow rule to update the article status to Published on the article start date.

D.Create a task related to the article with a reminder set for the article start date.

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Question 56

Question 57

Question 58

Question 59

Question 60

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