Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 13)

Question 56

Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)

A.Average case stage duration.

B.Cases created by type.

C.Case volume by channel.

D.Open cases by reason.

Question 57

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

A.Visual Workflow

B.Process Builder

C.Lightning Knowledge

D.Macros

Question 58

A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A.Original creation date and average rating of articles

B.Original creation date and total number of article views

C.Last modified date and number of recent article views

D.Last modified date and frequent search terms

Question 59

Universal Containers wants to provide its customers with more support options.
Which three should a Consultant recommend?
Choose 3 answers

A.Utilize KCS to manage Knowledge

B.Create a Customer Community

C.Add Live Agent to public-facing sites

D.Implement SOS for mobile experience

E.Configure Chatter for public access

Question 60

What should a Consultant recommend to ensure Live Agent chat requests contain enough information for Reps to effectively respond?

A.Configure Lightning Guided Engagement.

B.Customize the Lightning Console chat page.

C.Customize the Pre-chat form.

D.Configure a Live Chat Validation Rule.

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