Salesforce CRT-261 Quiz 7 Topic 14 Questions 31-35

Question: 1

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.

Which method should the Consultant suggest?

AOmni-Channel routing

BStandard Email-to-Case

CWeb-to-Case forms

DOn-Demand Email-to-Case

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Question: 2

Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.

How should a consultant deploy these Permission Sets to Production?

AUse a Change Set

BManually re-create the Permission Sets

CCreate an Unmanaged Package

DPublish a Managed Package

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Question: 3

What is the capability of case feed?

AAdd custom visual force pages to the case feed page layout.

BEnable call control using the CTI case feed publisher.

CEmbed case feed functionality within a visual force page.

DSwitch from case feed to standard detail pages using a console component

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Question: 4

For which purpose should a contact center use visual workflow?

ATo escalate a case to the support manager if it has been open for more than 72 hours.

BTo automatically assign cases to a specific queue based on the customer support level.

CTo assign follow-up tasks to an agent one week after a case is closed.

DTo automate business processes for agents who troubleshoot customer support issues via phone.

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Question: 5

What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2

AStreamline the agent interface.

BEnable templates for written responses.

COffer supports through Facebook and twitter.

DImplement team productivity dashboards.

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Salesforce CRT-261 Quiz:7 Topic:14 Questions:31-35