CRT-261 Exam Question 16

Universal Containers plans to migrate its existing knowledge base into Salesforce Lightning Knowledge.
Which three statements should be considered?
Choose 3 answers
  • CRT-261 Exam Question 17

    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
  • CRT-261 Exam Question 18

    Cloud Kicks is migrating from an external knowledge base to Salesforce Knowledge. Currently, users can select from 8 top-level topics. Each topic has 250 subtopics, arranged into a hierarc that is 10 levels deep.
    What should a consultant recommend?
  • CRT-261 Exam Question 19

    Universal Containers is considering a Knowledge-Centered Support (KCS) implementation.
    Which three benefits can be expected from KCS adoption? Choose 3 answers
  • CRT-261 Exam Question 20

    AW Computing sells and supports personal computers and printers. There are times when support reps are unable to solve the customer's product issues over the phone. In those instances, the customer ships the product back to AW Computing for servicing.
    What should be implemented to ensure the repairs are completed in a timely manner by technicians with the appropriate skill set?