Salesforce CRT-261 Quiz 57 Topic 5 Questions 281-285

Question: 1

Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

AOmni-Channel

BPublisher Actions

CMacros

DQuick Text

EChatter

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Question: 2

A customer is planning a Service Cloud implementation. The customer's current database has the following number of records:

* 10 million cases

* 1 million accounts

* 3 million contacts

When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)

AThe Salesforce org may be slow during the data import

BRelated lists on the case object may be slow to populate

CSalesforce reporting speed may be affected

DResult may be slow when searching for records

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Question: 3

Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.

ACreate a report that display the # of articles searched during the past 2 months

BReport displays # of articles associated to data categories during past 2 months

CReport that displays # of cases with articles attached during the past 2 months

DReport that displays # of new articles created during the past 2 months

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Question: 4

SLA says agent must respond within one hour, or if marked 'urgent', resolve within one day. How can this best be achieved?

AUse entitlements to define a process and milestones

BUse case teams to close

CUse escalation rules

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Question: 5

When migrating data from an older system to a new one, what steps should be taken? Choose 2 answers.

AData Cleansing

BData Normalization

CActivate data validation rules

DData mapping

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Salesforce CRT-261 Quiz:57 Topic:5 Questions:281-285