Free Access Salesforce.CRT-261.v2024-11-25.q211 Practice Test (Page 6)

Question 21

Universal Container wants to let its customers intercat real time with support agents from their computers and mobile devices.
What feature should a consultant recommend to meet this requirement?

A.Customer Community

B.Case Assignment Rules

C.Web-to-Case

D.Emebedded Chat Service

Question 22

Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

A.Upload the files as Documents, then relate them to the migrated Articles.

B.Use the Lightning Knowledge Migration Tool and choose 'include files'.

C.Use the Files Related List on each article to add files to your articles.

D.Post the Files to the Chatter Feed on each Article.

Question 23

A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

A.Create a task related to the article with a reminder set for the article start date.

B.Set the article publish date to automatically display the article on the start datE.

C.Send an email reminder to update the article status to Published on the start date.

D.Create a workflow rule to update the article status to Published on the article start date.

Question 24

As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

A.Convert any articles containing HTML into plain text before importing because HTML is NOT supported to any article field types.

B.Ensure that each existing article type has a corresponding knowledge article type that matches its structure and content.

C.Verify that each article type has field level security on all fields set to read only prior to import, in order to prevent any loss of data.

D.Prepare a single .csv file that can be used to migrate all article types at once and include with a.properties file in a.zip for import

Question 25

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A.Macros

B.Chatter

C.Quick Text

D.Omni-Channel

E.Publisher Actions

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Question 25

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