Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 24)

Question 111

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

A.Customer Portal

B.Email to Case

C.Chatter feeds

D.Self Service Portal

Question 112

Customer support agents want the ability to view customer related information along with case information on all cases except product related cases. For product related cases, the agents want to view product information alongside case information.
How should the console be configured to satisfy this requirement?

A.Train users to scroll through the case page layout to look for product related information or customer- related information based on case type

B.Create separate record types and page layouts for product - related and other cases and configure console components to show customer - or product related information. Assign record type based on case type

C.Configure two consoles for agents: one for product related cases and for other cases. Allow agents to choose the console based on case type.

D.Configure both customer information and product related information under console components in the case page layout. Hide the product related information if the cases are NOT product related.

Question 113

The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

A.Measure & reward agents based on the # of new articles approved for publication

B.Require agents to check a box on case when submitting a new suggested article

C.Create a dashboard for articles submitted by agents & approved for publication

D.Measure & reward agents based on the # of new articles submitted for approval

Question 114

As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database.
Which factor should a Consultant consider as part of the migration strategy?

A.Verify that each article type has field level security on all fields set to read-only prior to import, in order to prevent any loss of data.

B.Ensure that each existing article type has a corresponding Salesforce Knowledge article type that matches its structure and content.

C.Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article field types.

D.Prepare a single .csv file that can be used to migrate all articles types at once and include with a properties file in a .zip for import.

Question 115

Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?

A.Contract details related to the entitlement

B.Knowledge articles attached to the case

C.Articles appearing in the Knowledge sidebar

D.Products and assets associated to the case

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Question 111

Question 112

Question 113

Question 114

Question 115

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