Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 4)

Question 11

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A.Assign team-based profiles to the associated product data category value

B.Assign team-based roles to the associated product article types

C.Assign team-based profiles to the associated product article types

D.Assign team-based roles to the associated product data category value

Question 12

Contact Center management must be notified whenever an Open Case has not been touched for 24 hours. Which feature should a Consultant use to meet this requirement?

A.Time-based Workflow Rules

B.Process Builder Scheduled Actions

C.Milestone Actions

D.Scheduled Reports

Question 13

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

A.Remove unnecessary columns from the reports.

B.Remove date boundaries from filter criteria.

C.Remove dashboards based on long-running reports.

D.Remove formula fields from filter criteria.

Question 14

Which solution should a consultant recommend?

A.Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

B.Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.

C.Create a visualforce page called knowledge sidebar on the case page layout.

D.Enable the knowledge sidebar related list on the case page layout.

E.Enable the knowledge sidebar setting in the case support settings.

Question 15

Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases.
Which product and license type would meet all of these requirements?

A.Visualforce and Self-Service Portal

B.Force.com Sites with Knowledge and Web-to-Case

C.Force.com Sites with Knowledge and Email-to-Case

D.Force.com Sites and High-Volume Customer Portal

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