CRT-261 V1

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?A . Create Knowledge Articles and...

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails. What solution should a consultant recommend?A . Email-to-CaseB . web-to-CaseC . An AppExchange packageD . On-Demand Email-to-CaseView AnswerAnswer: D

A recent survey at Cloud Kicks (CK) shows a decrease in customer satisfaction due to the length of time it takes to resolve cases. A case analysis shows many similar cases that can be solved quickly with the same set of steps. CK has already enabled Knowledge Management. What is...

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...

Universal Containers wants to import an external knowledge base to Lightning Knowledge using the Knowledge Importer. How should this be implemented? Choose 2 answersA . Article Record Types must be created before the import.B . Each Article Record Type must be in a separate CSV.C . Article Record Types will...

Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answersA . On a utility bar of the Lightning AppB . On a record Highlights PanelC . On a record Activity Feed listD . On the...

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer's email address is used to populate details from another system and enrich the Contact record. A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case....

A Service Manager has just configured Chat at a company site. Now, the Agents cannot see the Chat footer component in the .... Which configuration option should be verified?A . Verify that users have access to the Chat public group.B . Verify that users are assigned the Chat user profileC...

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites. Which solution should a Consultant recommend to meet this requirement?A . Implement Field Service Lightning.B . Integrate with an enterprise resource planning system.C . Develop and publish a knowledge management systemD...

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answersA . Enable article customization for open cases.B . Enable agents to create their own personal articles.C . Enable suggested articles on new...