Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 10)

Question 41

Cloud Kicks pride support to customers across the workd and uses the Lightning experince. Service agents have a set of common responses. Managers would like to consilidate the responses as Quick Text, translate them to multiple languages and share them to the correct groups of service agents.
What should a consultant recommend to meet the requirements?

A.Use translation Workbech to localize each Quick Text.

B.Set the Organization-Wide default to Public Ready Only.

C.Share the Folder with Quick text for each language.

D.Share each Quick Text individually to Public Groups.

Question 42

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

A.Omni-Channel routing

B.Web-to-Case forms

C.On-Demand Email-to-Case

D.Standard Email-to-Case

Question 43

Universal Containers wants to deploy the Service Cloud to its contact centers located across North America, Europe, and Asia. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?

A.Assign a global team of experienced agents and leaders to create a common design template and report structure.

B.Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.

C.Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.

D.Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.

Question 44

Which of the following utilize the "Automated Case User" (Choose 3 answers):

A.When an email notification is triggered via workflow this user is listed in the case history

B.When a case is created via Email-To-Case this user is assigned as the case owner

C.When a case is escalated this user is listed in the case history

D.When a case is automatically assigned using assignment rules this user is listed in the case history

E.When a case is created via Web-To-Case this user is listed in the case history

Question 45

What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?

A.Customize the pre-chat form.

B.Configure lightning guided engagement.

C.Configure a chat validation rule.

D.Customize the lightning console that page.

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