Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 20)

Question 91

KCS (knowledge centered support) what is it? Choose 2 Answers

A.Process for creating and maintaining knowledge

B.Method for social media management

C.Standard for managing customer support and delivery

D.Share knowledge with the business partners

Question 92

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers

A.On a record Activity Feed list

B.On a record Highlights Panel

C.On the Calendar right hand panel

D.On a utility bar of the Lightning App

Question 93

Auto Response rules work on which objects?

A.Accounts and Cases

B.Leads and Cases

C.Accounts and Opportunity

D.Leads and accounts

Question 94

Which three features should a Consultant recommend to allow a customer to resolve issues through self-service? Choose 3 answers

A.Web -to -Case

B.Live Agent

C.Knowledge Base

D.Chatter Answers

E.Customer Community

Question 95

Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers' customers? Choose 2 answers

A.Allows customers to search a knowledge base.

B.Allows customers to customize their user interface

C.Allows customers to customize reports and dashboards

D.Allows customers the ability to collaborate

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