Salesforce CRT-261 Quiz 39 Topic 1 Questions 191-195

Question: 1

Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers

AAnswers can be exposed to partner portal users

BExternal users can subscribe to Answers

CEscalate a question to a case

DKnowledge articles can be created from Answers

ESelect best answers for questions.

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Question: 2

Which Service Cloud tool requires the least agent involvement to resolve a customer issue?

ASalesforce for Twitter

BLive Agent

CSalesforce Knowledge

DOpen CTI

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Question: 3

Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)

AMap articles with HTML sections to rich text area fields

BUse change sets to import data categories

CCreate a separate .csv for each article type

DUse the data loader to import unstructured articles

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Question: 4

Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers

AIt acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface

BIt is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone

CIt is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files

DPrebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange

EIt does NOT require a software install for each call center user on a Windows-based PC.

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Question: 5

Which support channel requires the smallest amount of agent work time?

AWeb to case

BEmail to case

CWeb self service

DChat

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Salesforce CRT-261 Quiz:39 Topic:1 Questions:191-195