CRT-261 Free Practice Test

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

1. A. Company Community
2. B. Employee Community
3. C. Customer Community
4. D. Partner Community

Correct Answer: C

Universal Containers wants articles to be suggested to agents based on information they are typing into the case.
Which solution should a consultant recommend?

1. A. Implement a Salesforce Console for Service and enable the Knowledge sidebar on the case page layout.
2. B. Enable the Knowledge sidebar related list on the case page layout.
3. C. Enable the Knowledge sidebar setting in the case support settings.
4. D. Create a Visualforce page called Knowledge sidebar on the case page layout.

Correct Answer: A

Which method can be used to route cases from social channels?

1. A. use Twitter-to-case and add workflow rules to the case object.
2. B. Enable Social Customer Service and add assignment rules to the case object.
3. C. Enable Social Network Profile and add workflow rules to the contact object.
4. D. Enable Social Network Profile and add assignment rules to the case object.

Correct Answer: B

Universal Containers has a single contact center that handles all service requests including chat, Cases, and web form submissions. It is important that Reps are assigned work evenly so that all requests are handled in the order they are received.
How would a Consultant address this requirement?

1. A. Configure Case Assignment Rules
2. B. Configure Omni-Channel with Most Available Routing
3. C. Configure Live Agent Skills-based Routing
4. D. Configure Omni-Channel with Least Active Routing

Correct Answer: B

Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. Which feature should a Consultant recommend?

1. A. Omni-channel Skills-based routing
2. B. Live Agent Queue-based routing
3. C. Omni-channel Queue-based routing
4. D. Case Skills-based Assignment Rules

Correct Answer: B