Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 27)

Question 126

Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:

A.Custom search

B.Record types

C.Tiered data strategy

D.Divisions

E.Custom indexes

Question 127

KCS (knowledge centered support) what is it? Choose 2 Answers

A.Process for creating and maintaining knowledge

B.Method for social media management

C.Standard for managing customer support and delivery

D.Share knowledge with the business partners

Question 128

What are two design considerations for a Live Agent implementation? Choose 2 answers

A.Chat Character Limit

B.Idle Connection Timeout

C.Chat Window Title

D.Chat Visitor Browser

Question 129

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.All of the above

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

E.Adds a related comment to the case

Question 130

Cloud Kicks plans to use case teams to help collaborate on difficult issues. Support agents can use predefined case teams to add specialists on a case. Specialists need to be able to view cases and add related records to the case.
What is the recommended level of case access for the Case Team role?

A.Territory Rule

B.Read-Only

C.Private

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