Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 37)

Question 176

Cloud Kicks uses Social Customer Service to create and respond to customer cases After closing a case, service agents are seeing duplicate cases the customer makes a new social post.
What should a consultant recommend?

A.Change the Run Apex As User to a service agent profile.

B.In Inbound Setting, set Enable Case Reopen to 3 days.

C.Establish Duplicate Rules to find similar cases.

D.Configure a Macro to close the duplicate case

Question 177

What should the consultant consider when implementing Salesforce Chat functionality in a new Service Cloud instance?

A.It should be deployed with Experience Builder.

B.It is incompatible with Einstein Bots.

C.It should be routed via Omni-Channel,

Question 178

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?

A.Create multiple agent console applications and configure the Iayout based on the user's requirements.

B.Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

C.Create case page layouts for each interaction channel and assign them to different agent profiles.

D.Create multiple Salesforce Console for Service applications and configure them based on user's requirements.

Question 179

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate dat a. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case.
What is the recommended method to meet the requirements?

A.Auto-Add Milestones

B.Cross-Object Formula

C.Lookup Filter

D.Approval Process

Question 180

The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)

A.Verification of the production migration checklist

B.Approval of test scripts from the business lead

C.Fund customer approval on training materials

D.Verification that sample data has been loaded

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Question 176

Question 177

Question 178

Question 179

Question 180

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