Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 8)

Question 31

If you delete a case, which two also get deleted? (Choose two answers)

A.Attachments

B.Account

C.Event

D.Solution

Question 32

What is a benefit of a quality monitoring system? Choose 2 answers

A.Enforce a consistent standard of service for customer interaction

B.Teach new agents how to handle difficult situations

C.Lower the average speed of answer (ASA)

D.Capture inappropriate word usage and generate reports

Question 33

Universal Containers wants to maintain Service Level Agreements on its customer cases. Customers are provided different service levels based on their Services agreement. The VP of Customer Service wants to use Service Cloud to track and ensure senior management is alerted when cases have NOT completed certain stages.
Which Service Cloud feature should the Consultant recommend to address this requirement?

A.Entitlements and Milestones

B.Case Escalation

C.Salesforce Console

D.Case Assignment

Question 34

What method can NOT be leveraged to capture Cases in addition to via the Case tab?

A.Email to Case

B.Customer Portal

C.Chatter feeds

D.Self Service Portal

Question 35

What is the primary function of a private branch exchange (PBX)?

A.To mate calls to different agents

B.To receive multiple calls at one time

C.To use speech recognition to direct calls

D.To report the caller's background information

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