Free Access to Salesforce.CRT-261.v2022-11-13.q122 with Valid Practice Test (Page 18)

Question 81

What is the capability of case feed?

A.Switch from case feed to standard detail pages using a console component
B.Add custom visual force pages to the case feed page layout.
C.Enable call control using the CTI case feed publisher.
D.Embed case feed functionality within a visual force page.

Question 82

Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

A.Contact Salesforce to have Omni Channel enabled.
B.Assign Users to the Omni Channel Feature License.
C.Assign Users to Omni Channel permissions.
D.Enable Omni Channel in Setup.

Question 83

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

A.Create a report that display the # of articles searched during the past 2 months
B.Report displays # of articles associated to data categories during past 2 months
C.Report that displays # of cases with articles attached during the past 2 months
D.Report that displays # of new articles created during the past 2 months

Question 84

Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?

A.Customer view of case tab
B.Custom related list
C.Custom Visual force page
D.Custom report

Question 85

A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

A.Customer Community
B.Field Service Lightning
C.SOS Video Chat
D.Salesforce Knowledge

Question 81

Question 82

Question 83

Question 84

Question 85

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