Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 29)

Question 136

Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

A.Set up communication channel layouts in the object manager to use Insert Article into Social post.

B.Create a Chatter group and invite the customer to join with an external chatter user.

C.Set up insert Article into Social post and enable the customer community portal.

D.Create a Visualforce page on the customer community portal.

Question 137

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers

A.Use Lightning Connect to connect and access data in real-time from the billing system.

B.Import payment data into Salesforce and add to the contact page layout as a related list.

C.Create a custom tab of type URL that displays a search page from the billing system.

D.Create a Visualforce page that retrieves payment information via a Web Service call-out.

Question 138

Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers

A.Update case data for a customer.

B.Run and view Salesforce reports.

C.Post report information on Chatter.

D.Review existing cases for an account.

Question 139

UC is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. What solution should a consultant recommend to meet this requirement?

A.Use escalation rules to assign the case to a case queue

B.Use workflow rules to send an email to the customer

C.Use auto-response rules to send an email to the customer

D.Use assignment rules to assign the case to a case queue

Question 140

Which solution can be used to improve call deflection?

A.Community forum

B.Case routing

C.Knowledge base

D.Web chat

E.Assignment rules

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Question 136

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Question 140

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