Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 30)

Question 141

UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.

A.Improve the training provided to existing agents

B.Configure entitlements and milestones to enforce SLAs

C.Hire more agents for the contact centers

D.Track social sentiment across social media outlets

Question 142

Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

A.Create separate data category groups for each division and assign the category to a division profile.

B.Create a single data category group for each division and provide access using the role hierarchy.

C.Create a sharing rule for each division to provide access using the role hierarchy.

D.Create a sharing rule for each division to provide access based on criteria of the article.

Question 143

Universal Containers wants to import articles from a previous database into their new Salesforce Knowledge Implementation. Many of their "How To" articles have images that must be migrated.
Which statement is true about migrating images into Salesforce Knowledge?

A.Upload the images into Salesforce prior to importing the articles

B.Convert all images to .jpeg, as this is the only supported file type

C.Ensure that each image does NOT exceed the maximum of 25 MB

D.Include images in an .html file using the image tag and src attribute

Question 144

Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?

A.A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.

B.A sharing rule to ensure record access is granted based on criteria of the case.

C.A sharing set to grant the Customer Community user access to records associated to their Contact record.

D.An organization-wide default of Public Read/Write on the Case object.

Question 145

Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

A.Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.

B.Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.

C.Configure the new app m developer org and use an unmanaged package to deploy to production.

D.Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.

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Question 141

Question 142

Question 143

Question 144

Question 145

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