Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 4)

Question 11

Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?

A.Create a custom related list on the case.

B.Create a custom Visualforce page.

C.Create a custom view on the Case tab.

D.Create a custom report.

Question 12

The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

A.Case Assignment Rules

B.Case Auto -Response Rules

C.Omni -Channel

D.Visual Workflow

Question 13

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

A.It does NOT require a software install for each call center user on a Windows-based PC.

B.It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

C.It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

D.Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

E.It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

Question 14

Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?

A.Create a case report with a custom summary formula to calculate the percentage of escalated cases

B.Create a formula field on the case record to calculate percentage of escalated cases

C.Create a bucket field on a report to calculate the percentage of escalated cases

D.Create a daily snapshot report of all cases and calculate percentage of escalated cases

Question 15

Universal Containers (UC) receives partner data in Excel format. The Excel data is all text, but needs to be imported into existing Salesforce Date, Number, and Text fields.
Which three best practices should a consultant recommend?
Choose 3 answers

A.Import the records and create a workflow rule to change the data type.

B.Install the Data Quality Analysis Dashboards from the AppExchange.

C.Import the records and use Duplicate Management.

D.Deduplicate the data before importing into Salesforce,

E.Standardize all rows to match Salesforce data types.

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