Salesforce CRT-261 Quiz 40 Topic 6 Questions 196-200

Question: 1

Which contact center type is most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices?

AInformation Technology (IT) help desk

BTelesales center

CHuman Resources (HR) help desk

DTelemarketing center

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Question: 2

Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.

ADisplay articles in a public knowledge base.

BDisplay articles in Salesforce Answers.

CDisplay articles with HTML, images, and links.

DPublish articles to the Web using Salesforce Publisher.

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Question: 3

Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

ARequirements traceability matrix

BSolution design document

CProject milestones

DProject kickoff presentation

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Question: 4

Which of the following utilize the 'Automated Case User' (Choose 3 answers):

AWhen a case is automatically assigned using assignment rules this user is listed in the case history

BWhen an email notification is triggered via workflow this user is listed in the case history

CWhen a case is escalated this user is listed in the case history

DWhen a case is created via Web-To-Case this user is listed in the case history

EWhen a case is created via Email-To-Case this user is assigned as the case owner

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Question: 5

Which metric influences customer satisfaction? Choose 2 answers

AAfter call work

BCost per call

CFirst call resolution

DCall quality

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Salesforce CRT-261 Quiz:40 Topic:6 Questions:196-200