Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 11)

Question 46

The Contact Center at Universal Containers wants to increase its profit margins by promoting call deflection within Service Cloud.
Which two solutions should a Consultant recommend? Choose 2 answers

A.Service Cloud Console

B.Automatic Call Distribution

C.Knowledge Base

D.Customer Community

Question 47

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 successful keyword searches.

B.Number of articles associated to cases.

C.Number of content packs attached to cases.

D.Number of published article views.

E.Number of Chatter files attached to cases.

Question 48

Universal Containers is evaluating whether to implement On-Demand Email-to-Case or Email-to-Case and needs to ensure the solution selected will meet its requirements.
Which customer requirement would require the use of Email-to-Case?

A.Handles more the 10,000 emails a day

B.Accepts attachments from emails

C.Requires the use of Transport Layout Security (TLS)

D.Accepts email attachments larger than 10 MB

Question 49

Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?

A.A mashup integration on the Account page to a third-party mapping service

B.A custom tab of type URL that displays a map image of customer location

C.A Web Service call-out that retrieves map details from the backend system

D.An outbound message to a middleware platform to provide map details

Question 50

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

A.Cases by Support Channels

B.Escalated Calls

C.Number of Portal Logins per Day

D.Knowledge Article Usage

E.Average Call Handle Time

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