Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 7)

Question 26

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A.Create a custom trigger to generate history when cases get escalated between tiers.

B.Create a case report to show all cases across tiers filtered by an escalation flag.

C.Create an approval process to ensure only the appropriate cases get escalated.

D.Create a case report to show the number of cases for each tier and sort them by case owner.

Question 27

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

A.Edits the case

B.Reads the case

C.Adds an activity or sends an email from the case record

D.All of the above

E.Adds a related comment to the case

Question 28

Universal Containers is preparing to implement Service Cloud for its global Support team. Requirements gathering sessions have resulted in a large set of required deliverables.
What should a consultant recommend as the next step?

A.Prioritize the requirements based on who submitted them.

B.Organize the requirements from largest to smallest.

C.Provide a timeline that addresses all the requirements.

D.Identify the requirements needed for initial GoLive.

Question 29

What are three best practices that should be used when deploying Salesforce functionality to production? Choose 3 answers

A.Plan and communicate the deployment to all users of the organization in advance.

B.Select a window of time when users will NOT be making changes to the organization.

C.Ensure all users refrain from logging into production for an entire day prior to deployment.

D.Ensure that at least 60% of the code is covered by unit tests before deploying to production.

E.Migrate a test deployment to a staging environment for a smoother real-life experience.

Question 30

Universal Containers (UC) is developing a strategy for supporting customers on social media sites. UC's requirements include the ability to: * Monitor Facebook fan page for new posts and comments from customers * Link new posts and comments to an existing customer record * Respond to posts from the existing Salesforce Console for Service * Create and link social personas to contacts What should a consultant recommend to meet these requirements?

A.Create a Lightning Platform app for Facebook monitoring.

B.Integrate Facebook to its existing Customer Community.

C.Enable Social Customer Service.

D.Enable Salesforce social profile on contacts.

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Question 26

Question 27

Question 28

Question 29

Question 30

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