Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 16)

Question 71

Universal Containers has recently set up an email-to-case channel for customers to submit case. However, they are having trouble tracking and relating email responses to the related Salesforce case.
What should a Consultant recommend to address this issue?

A.Convert to an On-Demand Email-to-Case setup

B.Use Omni-Channel to automatically route inbound email

C.Insert a reference Thread ID in the email subject template

D.Assign a user to manually manage incoming email

Question 72

Universal containers is migrating from a legacy system to the service cloud. The company currently tracks entitlements as agreements in its legacy system. The legacy system will be archived and unavailable after go-live. Agents will need easy access to case information for the last one year.

A.Migrate open and closed cases with milestones and entitlements

B.Migrate closed cases with milestones and entitlements

C.Migrate closed cases to a custom read-only object

D.Migrate open and closed cases without milestones and entitlements

Question 73

Universal Containers is implementing a Knowledge Base and wants to empower certain managers to create, edit, and manage articles. All articles should be reviewed by these managers before being published, while some articles need an additional layer of legal review as well. Which three actions should a Consultant recommend to meet these requirements? Choose 3 answers

A.Create at least two different approval processes.

B.Grant managers the Manage Salesforce Knowledge permission.

C.Create at least two different data categories.

D.Grant managers the Manage Data Categories permission.

E.Create at least two different article types.

Question 74

Universal Containers wants articles to be suggested to agents based on information they are typing into the case. Which solution should a consultant recommend?

A.Enable the Knowledge sidebar setting in the case support settings.

B.Enable the Knowledge sidebar related list on the case page layout.

C.Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.

D.Create a Visualforce page called Knowledge sidebar on the case page layout.

Question 75

What statement is true about the Salesforce Knowledge article lifecycle?

A.Knowledge uses public groups as a way to assign users to specific tasks related to articles

B.Articles CANNOT be published until they are reviewed and validated by a qualified author

C.Article permission sets allow agents to participate in the article publishing process

D.Approval process CANNOT allow publishing of articles that have specific validation statuses

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