Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 40)

Question 191

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

A.Cases report sorted by Rep and Case Owner

B.Omni-Channel Supervisor tab

C.Cases report sorted by Rep and Case CreatedDate

D.Omni-Channel Utility Component

Question 192

Cloud Kicks has implemented a review process for all new knowledge articles. Each article must be reviewed and approved by a subject matter expert before becoming available to users.
Which step is necessary to make articles visible in all the selected channels?

A.The Approval Process will automatically Publish.

B.Approve articles from the Knowledge approval page to Publish.

C.Agents must click Publish after the Approval Process.

D.Set the final approval action to "Lock the record for editing".

Question 193

Agents at universal containers are required to update the case status to waiting for customer after they send an email to the case contact.Support managers are noticing that many agents are forgetting to perform this step.
What should a consultnat recommend to address this problem.

A.Define case escalation rules

B.Configure flow Builder /Process Builder

C.Create a Case Macro

D.Activate a validation rule

Question 194

Which three tasks should be included in a business continuity plan for a contact center? Choose three answers

A.Deliver training on case handling for contingent staff.

B.Disable the Interactive Voice Response system.

C.Update the case status field values.

D.Monitor service level agreements (SLAs) and notify customers.

E.Route cases to agents in an alternate center.

Question 195

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

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

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

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

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Question 191

Question 192

Question 193

Question 194

Question 195

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