Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 3)

Question 6

Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

A.Use Process Builder for notifications and account teams to monitor cases.

B.Use escalation rules for notifications and case teams to monitor cases.

C.Use escalation rules for notifications and account teams to monitor cases.

D.Use Process Builder for notifications and case teams to monitor cases.

Question 7

Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)

A.It is an intermediary between a telephony system and a Salesforce CRM call center user

B.It allows voicemails to be captured and stored as attachments on cases

C.It is a server based software program that controls the behavior of a Salesforce SoftPhone

D.It utilizes the SoftPhone capability from within the Salesforce application

Question 8

The Service Manager at universal Containers manages three teams. Each team provides support for the specific product. Agents have concerns about seeing search results for other products when searching the knowledge base. The service manager originally provided the teams with full access to the articles.
Which solution will ensure each team sees only the relevant article type for their product?

A.Create a page layout for each article type and assign them to each team based on their product specialization

B.Create an article action for each record type and assign them to each team based on their product specialization

C.Create a permission set for each record type and assign them to each team based on their product specialization

D.Create a data category for each product and assign them to each team bases on their product specialization

Question 9

Which case submission process leverages Apex email services?

A.On-demand Email-to-Case

B.Case submitted using chat

C.Web-to-Case

D.Email-to-Case

Question 10

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

A.Assign Users to Omni Channel permissions.

B.Assign Users to the Omni Channel Feature License.

C.Enable Omni Channel in Setup.

D.Contact Salesforce to have Omni Channel enabled.

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