CRT-261 Free Practice Test

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?

1. A. Customer Community
2. B. Field Service Lightning
3. C. SOS Video Chat
4. D. Salesforce Knowledge

Correct Answer: C

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced.
What should the Consultant recommend to gather information on Knowledge article usefulness?

1. A. Contact Salesforce to send a report on article efficacy.
2. B. Send out a monthly survey to customers requesting feedback.
3. C. Install Knowledge Base Dashboards and Reports AppExchange package.
4. D. Create a group of super users that will evaluate and manage articles.

Correct Answer: C

Universal Containers provides Customer Support for two separate business operations. The cases managed for each operation have different steps and fields.
Which three features could be implemented to support this? Choose 3 answers

1. A. Omni-Channel
2. B. Page Layouts
3. C. Record Types
4. D. Support Processes
5. E. Article Types

Correct Answer: ACD

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

1. A. The report chart is added to the Page Layout.
2. B. The report is shared with a Chatter Group.
3. C. The report is a Summary or Matrix report.
4. D. The report contains a chart.
5. E. The report has a standard Report Type.

Correct Answer: CD

Support agents need to verify that customers are eligible to receive customer support before they can update the case.
Which two objects are used to verify that a customer is entitled to receive support? Choose 2 answers

1. A. Contacts
2. B. Products
3. C. Service contracts
4. D. Case history

Correct Answer: AC