Online Access Free Salesforce.CRT-261.v2021-12-14.q88 Practice Test (Page 10)

CRT-261 Exam Question 41

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

A.Number of knowledge articles in each data category.

B.Knowledge articles created by call center agents.

C.Knowledge articles with the lowest rating.

D.Knowledge search query with no results.

CRT-261 Exam Question 42

Which case submission process leverages Apex email services?

A.Email-to-Case

B.On-demand Email-to-Case

C.Case submitted using chat

D.Web-to-Case

CRT-261 Exam Question 43

Universal Containers requires that a case status be updated 48 hours after a solution to the case has been emailed to a customer. Which Salesforce feature would be used to meet this requirement?

A.Auto-response rules

B.Assignment rules

C.Workflow rules

D.Validation rules

CRT-261 Exam Question 44

What is the capability of case feed?

A.Enable call control using the CTI case feed publisher.

B.Embed case feed functionality within a visual force page.

C.Switch from case feed to standard detail pages using a console component

D.Add custom visual force pages to the case feed page layout.

CRT-261 Exam Question 45

The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)

A.Enable the Service Cloud Console and Knowledge sidebar for agents.

B.Enable and use Chatter feed tracking on the case object.

C.Create escalation rules to re-assign cases after SLAs have expired.

D.Create case teams and introduce swarming to resolve cases.

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CRT-261 Exam Question 41

CRT-261 Exam Question 42

CRT-261 Exam Question 43

CRT-261 Exam Question 44

CRT-261 Exam Question 45

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