Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 18)

Question 81

Support agents need to verify that customers are eligible to receive customer support before they can update the Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

A.Products

B.Case history

C.Contacts

D.Service contracts

Question 82

Which technology will allow a client to enable ideas on a public website? There are two correct answers.

A.Customer portalPartner portal

B.Self-service portal

C.Force.com Sites

D.Partner portal

E.Force.com Web Services API

Question 83

Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.The Run Macros Permission must be granted to users.

B.Publisher Actions used in the macros must be on the page layout.

C.The Run Macros Action must be on the page layout.

D.The Macros widget or utility must be added to the console.

E.Users must use Lightning Experience.

Question 84

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A.Omni-Channel routing

B.Standard Email-to-Case

C.On-Demand Email-to-Case

D.Web-to-Case forms

Question 85

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A.Create a report that display the # of articles searched during the past 2 months

B.Report displays # of articles associated to data categories during past 2 months

C.Report that displays # of cases with articles attached during the past 2 months

D.Report that displays # of new articles created during the past 2 months

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