CRT-261 Salesforce Exam Questions and Free Practice Test

Question 7

A company is planning for the migration of an existing knowledge base into Salesforce Knowledge. Which set of factors should be considered in selecting which articles to migrate?

A. Last modified date and frequent search terms

B. Last modified date and number of recent article views

C. Original creation date and average rating of articles

D. Original creation date and total number of article views

Correct Answer:B

Question 8

Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation? Choose three answers

A. What types of information they need to publish.

B. Who can approve and manage the information published.

C. How information should be categorized.

D. Where call center support agents are located.

E. When the knowledge maintenance window is available.

Correct Answer:ABC

Question 9

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.

B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.

C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.

D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Correct Answer:D

Question 10

Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. Which three recommendations should a consultant make to meet this requirement? Choose 3 answers

A. Enable article customization for open cases.

B. Enable agents to create their own personal articles.

C. Enable suggested articles on new cases.

D. Enable article submission during case close.

E. Create an email template to send articles as PDF attachments.

Correct Answer:CDE

Question 11

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.
Which two features should a Consultant recommend to address this concern? Choose 2 answers

A. Visual Workflow

B. Lightning Guided Engagement

C. Quick Text

D. Macros

Correct Answer:CD

Question 12

Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers

A. Approval Process that assigns an Article to a Reviewer Queue.

B. Knowledge Action to Publish an Article once the Article is approved.

C. Validation Rules for article record types to verify all fields during creation.

D. Data Category to assign an article record type to a Reviewer.

Correct Answer:AC

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