Question 1

Cloud Kicks (CK) is a global company with multiple product lines. CK is preparing to launch a public kno base for customers that will have 2,500 articles. The company wants an easy way for users to find relevant articles based on their location and product.

What is the recommended method to meet the requirement?

Options :

A : Article Translation

B : Data Category Groups

C : Chatter Answers

D : Data Category Visibility

Answer: D

Question 2

vp of service at universal containers wants to make it easier and faster for support reps to send knowldge articles to customers.What should a consultant

configure to satisy this request ?

Options :

A : Create a macro to send an email with the article to customer

B : create an auto response rule to send the article to teh customer

C : create a workflow email alert to send the artilce to the customer

D : create a lightning email template to sned artilce to customer

Answer: D

Question 3

A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

Options :

A : All open Cases by Priority

B : All open cases by Channel

C : All Cases closed Month-to-date

D : Case resolution time

E : All Cases by Customer

Answer: A,B,D

Question 4

Cloud Kicks (CK) has recently started using Entitlements within its support process. However, CK has found many cases with inaccurate data. As many Entitlements are similarly named, service agents are selecting Entitlements that are not associated with the Account assigned on the Case. What is the recommended method to meet the requirements?

Options :

A : Lookup Filter

B : Auto-Add Milestones

C : Cross-Object Formula

D : Approval Process

Answer: A

Question 5

Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.

When implementing Salesforce, what solution should a consultant recommend for this scenario?

Options :

A : Email-to-Case

B : Salesforce for Outlook

C : Web-to-Case

D : On-Demand Email-to-Case

Answer: A

Higher Test Marks with Free Online CRT-261 Exam Practice

Buying Options: