Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 27)

Question 126

The lifecycle of a Knowledge article consists of five stages.
In which order does an article proceed through these stages?

A.Create, publish, feedback, approve, consume

B.Create, feedback, publish, approve, consume

C.Create, approve, publish, consume, feedback

D.Create, consume, feedback, approve, publish

Question 127

Universal Containers (UC) needs to invoke a process on an external system (NOT in Salesforce) whenever cases are created or updated by contact center agents. UC does NOT want to use any customized code to accomplish this.
Which solution should a Consultant recommend?

A.RESTful services with GET, POST, or PUT

B.Schedule batch Apex processing job

C.Visualforce page APEX SOAP async callout

D.Workflow-driven outbound messaging

Question 128

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A.Use Visual Workflow to streamline the process

B.Organize the fields on the page layout to match each process

C.Use Visualforce to create a wizard for each process

D.Create a custom object for each step in the process

Question 129

The contact center at universal containers wants to increase its profit margins by promoting call deflection with service cloud.
Which two solutions should a consultant recommend?
Choose 2 answers

A.Customer community

B.Knowledge base

C.Service cloud console

D.Automatic call distribution

Question 130

A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:

A.Update case assignment rules to route more cases to Agent A

B.Build a dashboard to display individual performance by agent versus the team goal

C.Document and share the practices of Agent A with the team via knowledge articles

D.Review case history and activities for Agents B and C

E.Lower the target for entire team to that of Agent A

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