Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 3)

Question 6

Sen. tee Agents report that there ere so many buttons ana components on the Case layout that I is difficult for them to remember which features should be used.
Mow can a consultant address this concern'

A.Implement record types and pege layouts.

B.Improve Validation Ru!e messages.

C.Configure Path for Cases.

D.Use Einstein Next Best Action.

Question 7

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

A.Write an Apex trigger that deletes one case each time a new case is created.

B.Create a data retention plan that archives or purges Cases at regular intervals.

C.Optimize queries to reduce the scope of Cases included with each search.

D.Ask contact center managers to review data each quarter to possibly delete.

Question 8

Which two advantages does Salesforce provide with the OpenCTI framework? Choose 2 answers

A.Agents can run their SoftPhone at the operating system level, embedded in the task bar or system tray.

B.Developers can integrate with any telephony platform available with little to no need for customization.

C.Agents can use telephony on a wide range of browsers and operating systems while only developing once.

D.Developers can embed API calls and processes on web pages to automate call handling processes.

Question 9

Which configuration item must be created when implementing Lightning Knowledge?

A.Attachment Types

B.File Types

C.Article Types

D.Record Types

Question 10

UCs is implementing Salesforce Knowledge at its contact center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to view articles for the product they support. What solution should a consultant recommend to meet this requirement?

A.Assign team-based roles to the associated product data category value

B.Assign team-based profiles to the associated product article types

C.Assign team-based profiles to the associated product data category value

D.Assign team-based roles to the associated product article types

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