Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 27)

Question 126

SLA says agent must respond within one hour, or if marked "urgent", resolve within one day. How can this best be achieved?

A.Use case teams to close

B.Use entitlements to define a process and milestones

C.Use escalation rules

Question 127

Universal Containers Executives want to see contact center metrics from each of its different geographic regions. How should a Consultant support this requirement?

A.Create a single Dashboard with a Case Team filter.

B.Create a Dashboard for each Region.

C.Create a Dashboard for each Case Team.

D.Create a single Dashboard with a Region filter.

Question 128

A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?

A.The chat transcripts and case are transferred

B.The Customer doesn't know they were transferred

C.The Customer is shown the new Rep's name

D.Both Service Reps can chat with the customer

Question 129

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A.Include images in an .html file using the image tag and src attribute

B.Upload the images into Salesforce prior to importing the articles

C.Convert all images to .jpeg, as this is the only supported file type

D.Ensure that each image does NOT exceed the maximum of 25 MB

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Question 126

Question 127

Question 128

Question 129

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