Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 25)

Question 116

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A.Agents can use telephony on a wide range of browsers and operating systems while only developing once.

B.Developers can integrate with any telephony platform available with little to no need for customization.

C.Developers can embed API calls and processes on web pages to automate call handling processes.

D.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

Question 117

Universal Containers (UC) hired in an expansion of the contact center. Getting agents up to speed and fully productive is a priority UC implemented a standardize agent-customer dialog to assist agents.
Which two features should a consultant integrate into the Service Console? Choose 2 answers

A.Interaction Log

B.Lightning Row for Service

C.Path for Cases

D.Lightning Process Builder

Question 118

A Global company requires public documents to be translated into multiple languages.
Which implementation should the consultant recommend?

A.Salesforce Content

B.Lightning Knowledge

C.Salesforce Files

D.Classic Knowledge

Question 119

A Service Manager has recently implemented Salesforce Knowledge. Which three metrics should the Manager use to measure the success of the implementation? Choose 3 answers

A.Number of content packs attached to cases.

B.Number of articles associated to cases.

C.Number of successful keyword searches.

D.Number of Chatter files attached to cases.

E.Number of published article views.

Question 120

Universal Containers has defined a set of steps that each Case must go through, from submission to closure. In addition, each step must be completed within a specific amount of time.
What approach should a consultant recommend to meet these requirements?

A.Configure Case Escalation Rules.

B.Define Entitlement and Milestones.

C.Enable Omni-Channel Routing.

D.Use Process Builder with Scheduled Actions

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