CRT-261 Free Practice Test

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

1. A. Approval Process that assigns an Article to a Reviewer Queue.
2. B. Knowledge Action to Publish an Article once the Article is approved.
3. C. Validation Rules for article record types to verify all fields during creation.
4. D. Data Category to assign an article record type to a Reviewer.

Correct Answer: AC

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

1. A. Number of calls offered
2. B. Agent utilization
3. C. Quality monitoring score
4. D. Schedule adherence

Correct Answer: BD

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

1. A. Process Builder
2. B. Lightning Knowledge
3. C. Macros
4. D. Visual Workflow

Correct Answer: A

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 answers

1. A. Enable article customization for open cases.
2. B. Enable agents to create their own personal articles.
3. C. Enable suggested articles on new cases.
4. D. Enable article submission during case close.
5. E. Create an email template to send articles as PDF attachments.

Correct Answer: CDE

How can a Contact Center Manager see which Service Representatives have not accepted new Cases recently using the Lightning Service Console?

1. A. Omni-Channel Utility Component
2. B. Cases report sorted by Rep and Case Owner
3. C. Cases report sorted by Rep and Case CreatedDate
4. D. Omni-Channel Supervisor tab

Correct Answer: D