{"id":56787,"date":"2023-05-06T01:51:33","date_gmt":"2023-05-06T01:51:33","guid":{"rendered":"https:\/\/www.dumpsbase.com\/freedumps\/?p=56787"},"modified":"2023-05-06T01:51:38","modified_gmt":"2023-05-06T01:51:38","slug":"use-crt-261-dumps-to-practice-certification-preparation-for-service-cloud-consultant-exam","status":"publish","type":"post","link":"https:\/\/www.dumpsbase.com\/freedumps\/use-crt-261-dumps-to-practice-certification-preparation-for-service-cloud-consultant-exam.html","title":{"rendered":"Use CRT-261 Dumps To Practice Certification Preparation for Service Cloud Consultant Exam"},"content":{"rendered":"\n<p>Two classes are available for Salesforce Service Cloud Consultant certification:<\/p>\n<ul>\n<li>Administer and Maintain Service Cloud (ADX261)<\/li>\n<li>Prepare for your Service Cloud Consultant Certification Exam (CRT261)<\/li>\n<\/ul>\n<p>We have the newest CRT-261 dumps online to help you practice your Prepare for your Service Cloud Consultant Certification Exam. We offer the newest CRT-261 dumps online to help you practice your Prepare for your Service Cloud Consultant Certification Exam. We have 65 practice questions and answers for learning, you can practice them and pass your exam successfully. With our CRT-261 dumps, you can save time and money on your exam preparation. You don&#8217;t need to spend hours on boring lectures or books. You can just focus on practicing with real questions and answers that will boost your confidence and skills. You can also get instant feedback on your performance and track your progress.<\/p>\n<h2>Check Salesforce CRT-261 Free Dumps Demo Below<\/h2>\n<script>\n\t  window.fbAsyncInit = function() {\n\t    FB.init({\n\t      appId            : '622169541470367',\n\t      autoLogAppEvents : true,\n\t      xfbml            : true,\n\t      version          : 'v3.1'\n\t    });\n\t  };\n\t\n\t  (function(d, s, id){\n\t     var js, fjs = d.getElementsByTagName(s)[0];\n\t     if (d.getElementById(id)) {return;}\n\t     js = d.createElement(s); js.id = id;\n\t     js.src = \"https:\/\/connect.facebook.net\/en_US\/sdk.js\";\n\t     fjs.parentNode.insertBefore(js, fjs);\n\t   }(document, 'script', 'facebook-jssdk'));\n\t<\/script><script type=\"text\/javascript\" >\ndocument.addEventListener(\"DOMContentLoaded\", function(event) { \nif(!window.jQuery) alert(\"The important jQuery library is not properly loaded in your site. Your WordPress theme is probably missing the essential wp_head() call. You can switch to another theme and you will see that the plugin works fine and this notice disappears. If you are still not sure what to do you can contact us for help.\");\n});\n<\/script>  \n  \n<div  id=\"watupro_quiz\" class=\"quiz-area single-page-quiz\">\n<p id=\"submittingExam4997\" style=\"display:none;text-align:center;\"><img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\"><\/p>\n\n<div class=\"watupro-exam-description\" id=\"description-quiz-4997\"><\/div>\n\n<form action=\"\" method=\"post\" class=\"quiz-form\" id=\"quiz-4997\"  enctype=\"multipart\/form-data\" >\n<div class='watu-question ' id='question-1' style=';'><div id='questionWrap-1'  class='   watupro-question-id-160126'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>1. <\/span>Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support. <br \/>\r<br>Which three options should UC consider when planning its implementation? Choose three answers<\/div><input type='hidden' name='question_id[]' id='qID_1' value='160126' \/><input type='hidden' id='answerType160126' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160126[]' id='answer-id-649312' class='answer   answerof-160126 ' value='649312'   \/><label for='answer-id-649312' id='answer-label-649312' class=' answer'><span>What types of information they need to publish.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160126[]' id='answer-id-649313' class='answer   answerof-160126 ' value='649313'   \/><label for='answer-id-649313' id='answer-label-649313' class=' answer'><span>Who can approve and manage the information published.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160126[]' id='answer-id-649314' class='answer   answerof-160126 ' value='649314'   \/><label for='answer-id-649314' id='answer-label-649314' class=' answer'><span>How information should be categorized.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160126[]' id='answer-id-649315' class='answer   answerof-160126 ' value='649315'   \/><label for='answer-id-649315' id='answer-label-649315' class=' answer'><span>Where call center support agents are located.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160126[]' id='answer-id-649316' class='answer   answerof-160126 ' value='649316'   \/><label for='answer-id-649316' id='answer-label-649316' class=' answer'><span>When the knowledge maintenance window is available.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-2' style=';'><div id='questionWrap-2'  class='   watupro-question-id-160127'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>2. <\/span>What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?<\/div><input type='hidden' name='question_id[]' id='qID_2' value='160127' \/><input type='hidden' id='answerType160127' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160127[]' id='answer-id-649317' class='answer   answerof-160127 ' value='649317'   \/><label for='answer-id-649317' id='answer-label-649317' class=' answer'><span>Cleanse the data outside of Satesfbrce and then migrate the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160127[]' id='answer-id-649318' class='answer   answerof-160127 ' value='649318'   \/><label for='answer-id-649318' id='answer-label-649318' class=' answer'><span>Use the Salesforce data loader to load and cleanse the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160127[]' id='answer-id-649319' class='answer   answerof-160127 ' value='649319'   \/><label for='answer-id-649319' id='answer-label-649319' class=' answer'><span>Use the Salesforce import wizard to load and cleanse the data.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160127[]' id='answer-id-649320' class='answer   answerof-160127 ' value='649320'   \/><label for='answer-id-649320' id='answer-label-649320' class=' answer'><span>Upload the data into Salesforce and then run data cleansing tools.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-3' style=';'><div id='questionWrap-3'  class='   watupro-question-id-160128'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>3. <\/span>Universal Containers wants to implement a new web presence to support its customers. <br \/>\r<br>It has provided the following requirements: <br \/>\r<br>- Ability for visitors to search Knowledge articles without registering or logging in <br \/>\r<br>- Ability for over one million registered customers to securely submit cases and view the status of those cases <br \/>\r<br>- Ability to display white papers to registered customers <br \/>\r<br>- Ability for registered customers to save favorite Knowledge articles for easy access later <br \/>\r<br>What should the consultant recommend as part of the solution?<\/div><input type='hidden' name='question_id[]' id='qID_3' value='160128' \/><input type='hidden' id='answerType160128' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160128[]' id='answer-id-649321' class='answer   answerof-160128 ' value='649321'   \/><label for='answer-id-649321' id='answer-label-649321' class=' answer'><span>Implement Partner Communities with Knowledge.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160128[]' id='answer-id-649322' class='answer   answerof-160128 ' value='649322'   \/><label for='answer-id-649322' id='answer-label-649322' class=' answer'><span>Implement Customer Communities with Content.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160128[]' id='answer-id-649323' class='answer   answerof-160128 ' value='649323'   \/><label for='answer-id-649323' id='answer-label-649323' class=' answer'><span>Implement Employee Communities with Content.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160128[]' id='answer-id-649324' class='answer   answerof-160128 ' value='649324'   \/><label for='answer-id-649324' id='answer-label-649324' class=' answer'><span>Implement Customer Communities with Knowledge.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-4' style=';'><div id='questionWrap-4'  class='   watupro-question-id-160129'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>4. <\/span>Universal Containers wants to implement Knowledge to assist agents with the resolution of cases. <br \/>\r<br>Which three recommendations should a consultant make to meet this requirement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_4' value='160129' \/><input type='hidden' id='answerType160129' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160129[]' id='answer-id-649325' class='answer   answerof-160129 ' value='649325'   \/><label for='answer-id-649325' id='answer-label-649325' class=' answer'><span>Enable article customization for open cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160129[]' id='answer-id-649326' class='answer   answerof-160129 ' value='649326'   \/><label for='answer-id-649326' id='answer-label-649326' class=' answer'><span>Enable agents to create their own personal articles.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160129[]' id='answer-id-649327' class='answer   answerof-160129 ' value='649327'   \/><label for='answer-id-649327' id='answer-label-649327' class=' answer'><span>Enable suggested articles on new cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160129[]' id='answer-id-649328' class='answer   answerof-160129 ' value='649328'   \/><label for='answer-id-649328' id='answer-label-649328' class=' answer'><span>Enable article submission during case close.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160129[]' id='answer-id-649329' class='answer   answerof-160129 ' value='649329'   \/><label for='answer-id-649329' id='answer-label-649329' class=' answer'><span>Create an email template to send articles as PDF attachments.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-5' style=';'><div id='questionWrap-5'  class='   watupro-question-id-160130'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>5. <\/span>Which three tasks should be included in a business continuity plan for a contact center? Choose three answers<\/div><input type='hidden' name='question_id[]' id='qID_5' value='160130' \/><input type='hidden' id='answerType160130' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160130[]' id='answer-id-649330' class='answer   answerof-160130 ' value='649330'   \/><label for='answer-id-649330' id='answer-label-649330' class=' answer'><span>Route cases to agents in an alternate center.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160130[]' id='answer-id-649331' class='answer   answerof-160130 ' value='649331'   \/><label for='answer-id-649331' id='answer-label-649331' class=' answer'><span>Disable the Interactive Voice Response system.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160130[]' id='answer-id-649332' class='answer   answerof-160130 ' value='649332'   \/><label for='answer-id-649332' id='answer-label-649332' class=' answer'><span>Deliver training on case handling for contingent staff.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160130[]' id='answer-id-649333' class='answer   answerof-160130 ' value='649333'   \/><label for='answer-id-649333' id='answer-label-649333' class=' answer'><span>Update the case status field values.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160130[]' id='answer-id-649334' class='answer   answerof-160130 ' value='649334'   \/><label for='answer-id-649334' id='answer-label-649334' class=' answer'><span>Monitor service level agreements (SLAs) and notify customers.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-6' style=';'><div id='questionWrap-6'  class='   watupro-question-id-160131'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>6. <\/span>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. <br \/>\r<br>Which two features should a Consultant recommend to address this concern? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_6' value='160131' \/><input type='hidden' id='answerType160131' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160131[]' id='answer-id-649335' class='answer   answerof-160131 ' value='649335'   \/><label for='answer-id-649335' id='answer-label-649335' class=' answer'><span>Visual Workflow<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160131[]' id='answer-id-649336' class='answer   answerof-160131 ' value='649336'   \/><label for='answer-id-649336' id='answer-label-649336' class=' answer'><span>Lightning Guided Engagement<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160131[]' id='answer-id-649337' class='answer   answerof-160131 ' value='649337'   \/><label for='answer-id-649337' id='answer-label-649337' class=' answer'><span>Quick Text<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160131[]' id='answer-id-649338' class='answer   answerof-160131 ' value='649338'   \/><label for='answer-id-649338' id='answer-label-649338' class=' answer'><span>Macros<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-7' style=';'><div id='questionWrap-7'  class='   watupro-question-id-160132'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>7. <\/span>A company has these requirements for dealing with Cases: <br \/>\r<br>- Handled efficiently and by the right agents <br \/>\r<br>- Distributing the load so that agents do NOT have to manually select the next Case to work <br \/>\r<br>Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_7' value='160132' \/><input type='hidden' id='answerType160132' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160132[]' id='answer-id-649339' class='answer   answerof-160132 ' value='649339'   \/><label for='answer-id-649339' id='answer-label-649339' class=' answer'><span>Route to agents with the most cases closed for that topic.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160132[]' id='answer-id-649340' class='answer   answerof-160132 ' value='649340'   \/><label for='answer-id-649340' id='answer-label-649340' class=' answer'><span>Route to agents staffing the assigned overflow queues.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160132[]' id='answer-id-649341' class='answer   answerof-160132 ' value='649341'   \/><label for='answer-id-649341' id='answer-label-649341' class=' answer'><span>Route to agents with the least amount of active assigned work.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160132[]' id='answer-id-649342' class='answer   answerof-160132 ' value='649342'   \/><label for='answer-id-649342' id='answer-label-649342' class=' answer'><span>Route to agents with the most capacity to take on new work.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-8' style=';'><div id='questionWrap-8'  class='   watupro-question-id-160133'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>8. <\/span>Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. <br \/>\r<br>What should the Consultant recommend to gather information on Knowledge article usefulness?<\/div><input type='hidden' name='question_id[]' id='qID_8' value='160133' \/><input type='hidden' id='answerType160133' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160133[]' id='answer-id-649343' class='answer   answerof-160133 ' value='649343'   \/><label for='answer-id-649343' id='answer-label-649343' class=' answer'><span>Contact Salesforce to send a report on article efficacy.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160133[]' id='answer-id-649344' class='answer   answerof-160133 ' value='649344'   \/><label for='answer-id-649344' id='answer-label-649344' class=' answer'><span>Send out a monthly survey to customers requesting feedback.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160133[]' id='answer-id-649345' class='answer   answerof-160133 ' value='649345'   \/><label for='answer-id-649345' id='answer-label-649345' class=' answer'><span>Install Knowledge Base Dashboards and Reports AppExchange package.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160133[]' id='answer-id-649346' class='answer   answerof-160133 ' value='649346'   \/><label for='answer-id-649346' id='answer-label-649346' class=' answer'><span>Create a group of super users that will evaluate and manage articles.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-9' style=';'><div id='questionWrap-9'  class='   watupro-question-id-160134'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>9. <\/span>What are two design considerations for a Live Agent implementation? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_9' value='160134' \/><input type='hidden' id='answerType160134' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160134[]' id='answer-id-649347' class='answer   answerof-160134 ' value='649347'   \/><label for='answer-id-649347' id='answer-label-649347' class=' answer'><span>Chat Visitor Browser<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160134[]' id='answer-id-649348' class='answer   answerof-160134 ' value='649348'   \/><label for='answer-id-649348' id='answer-label-649348' class=' answer'><span>Chat Window Title<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160134[]' id='answer-id-649349' class='answer   answerof-160134 ' value='649349'   \/><label for='answer-id-649349' id='answer-label-649349' class=' answer'><span>Chat Character Limit<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160134[]' id='answer-id-649350' class='answer   answerof-160134 ' value='649350'   \/><label for='answer-id-649350' id='answer-label-649350' class=' answer'><span>Idle Connection Timeout<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-10' style=';'><div id='questionWrap-10'  class='   watupro-question-id-160135'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>10. <\/span>A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales. <br \/>\r<br>What should be recommended for reliable, real-time support to customers with these restrictions?<\/div><input type='hidden' name='question_id[]' id='qID_10' value='160135' \/><input type='hidden' id='answerType160135' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160135[]' id='answer-id-649351' class='answer   answerof-160135 ' value='649351'   \/><label for='answer-id-649351' id='answer-label-649351' class=' answer'><span>Customer Community<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160135[]' id='answer-id-649352' class='answer   answerof-160135 ' value='649352'   \/><label for='answer-id-649352' id='answer-label-649352' class=' answer'><span>Field Service Lightning<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160135[]' id='answer-id-649353' class='answer   answerof-160135 ' value='649353'   \/><label for='answer-id-649353' id='answer-label-649353' class=' answer'><span>SOS Video Chat<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160135[]' id='answer-id-649354' class='answer   answerof-160135 ' value='649354'   \/><label for='answer-id-649354' id='answer-label-649354' class=' answer'><span>Salesforce Knowledge<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-11' style=';'><div id='questionWrap-11'  class='   watupro-question-id-160136'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>11. <\/span>A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty. <br \/>\r<br>Which three measures satisfy this requirement? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_11' value='160136' \/><input type='hidden' id='answerType160136' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160136[]' id='answer-id-649355' class='answer   answerof-160136 ' value='649355'   \/><label for='answer-id-649355' id='answer-label-649355' class=' answer'><span>customer satisfaction Survey<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160136[]' id='answer-id-649356' class='answer   answerof-160136 ' value='649356'   \/><label for='answer-id-649356' id='answer-label-649356' class=' answer'><span>Customer Purchase History<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160136[]' id='answer-id-649357' class='answer   answerof-160136 ' value='649357'   \/><label for='answer-id-649357' id='answer-label-649357' class=' answer'><span>Customer Support Requests<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160136[]' id='answer-id-649358' class='answer   answerof-160136 ' value='649358'   \/><label for='answer-id-649358' id='answer-label-649358' class=' answer'><span>Net promoter Score<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160136[]' id='answer-id-649359' class='answer   answerof-160136 ' value='649359'   \/><label for='answer-id-649359' id='answer-label-649359' class=' answer'><span>Service Level Agreement<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-12' style=';'><div id='questionWrap-12'  class='   watupro-question-id-160137'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>12. <\/span>Universal Containers wants to be able to assign Cases based on the same criteria they use for Live Agent chats. <br \/>\r<br>Which feature should a Consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_12' value='160137' \/><input type='hidden' id='answerType160137' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160137[]' id='answer-id-649360' class='answer   answerof-160137 ' value='649360'   \/><label for='answer-id-649360' id='answer-label-649360' class=' answer'><span>Omni-channel Skills-based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160137[]' id='answer-id-649361' class='answer   answerof-160137 ' value='649361'   \/><label for='answer-id-649361' id='answer-label-649361' class=' answer'><span>Live Agent Queue-based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160137[]' id='answer-id-649362' class='answer   answerof-160137 ' value='649362'   \/><label for='answer-id-649362' id='answer-label-649362' class=' answer'><span>Omni-channel Queue-based routing<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160137[]' id='answer-id-649363' class='answer   answerof-160137 ' value='649363'   \/><label for='answer-id-649363' id='answer-label-649363' class=' answer'><span>Case Skills-based Assignment Rules<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-13' style=';'><div id='questionWrap-13'  class='   watupro-question-id-160138'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>13. <\/span>Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed. <br \/>\r<br>What Lightning Console feature should a Consultant configure to support this need?<\/div><input type='hidden' name='question_id[]' id='qID_13' value='160138' \/><input type='hidden' id='answerType160138' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160138[]' id='answer-id-649364' class='answer   answerof-160138 ' value='649364'   \/><label for='answer-id-649364' id='answer-label-649364' class=' answer'><span>Configure Omni-Channel Supervisor tab and 3rd party access.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160138[]' id='answer-id-649365' class='answer   answerof-160138 ' value='649365'   \/><label for='answer-id-649365' id='answer-label-649365' class=' answer'><span>Configure Live Agent Supervisor tab and Whisper Messages.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160138[]' id='answer-id-649366' class='answer   answerof-160138 ' value='649366'   \/><label for='answer-id-649366' id='answer-label-649366' class=' answer'><span>Add the Live Agent Component to the Utility bar.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160138[]' id='answer-id-649367' class='answer   answerof-160138 ' value='649367'   \/><label for='answer-id-649367' id='answer-label-649367' class=' answer'><span>Configure the SOS snap-in for the Lightning Service Console.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-14' style=';'><div id='questionWrap-14'  class='   watupro-question-id-160139'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>14. <\/span>The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. <br \/>\r<br>Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers<\/div><input type='hidden' name='question_id[]' id='qID_14' value='160139' \/><input type='hidden' id='answerType160139' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160139[]' id='answer-id-649368' class='answer   answerof-160139 ' value='649368'   \/><label for='answer-id-649368' id='answer-label-649368' class=' answer'><span>Create a case assignment rule to ensure cases are owned by a user when closed.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160139[]' id='answer-id-649369' class='answer   answerof-160139 ' value='649369'   \/><label for='answer-id-649369' id='answer-label-649369' class=' answer'><span>Use a data tool to update the owner field on closed cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160139[]' id='answer-id-649370' class='answer   answerof-160139 ' value='649370'   \/><label for='answer-id-649370' id='answer-label-649370' class=' answer'><span>Create a Process Builder and Flow to change the owner on closed cases.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160139[]' id='answer-id-649371' class='answer   answerof-160139 ' value='649371'   \/><label for='answer-id-649371' id='answer-label-649371' class=' answer'><span>Create a case validation rule to ensure cases are owned by a user when closed.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-15' style=';'><div id='questionWrap-15'  class='   watupro-question-id-160140'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>15. <\/span>A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. <br \/>\r<br>Which feature will help the support agent send this question to the right group of people? Choose one answer<\/div><input type='hidden' name='question_id[]' id='qID_15' value='160140' \/><input type='hidden' id='answerType160140' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160140[]' id='answer-id-649372' class='answer   answerof-160140 ' value='649372'   \/><label for='answer-id-649372' id='answer-label-649372' class=' answer'><span>Mass email<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160140[]' id='answer-id-649373' class='answer   answerof-160140 ' value='649373'   \/><label for='answer-id-649373' id='answer-label-649373' class=' answer'><span>Chatter groups<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160140[]' id='answer-id-649374' class='answer   answerof-160140 ' value='649374'   \/><label for='answer-id-649374' id='answer-label-649374' class=' answer'><span>Public groups<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160140[]' id='answer-id-649375' class='answer   answerof-160140 ' value='649375'   \/><label for='answer-id-649375' id='answer-label-649375' class=' answer'><span>Escalation rule<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-16' style=';'><div id='questionWrap-16'  class='   watupro-question-id-160141'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>16. <\/span>Universal Containers wants to provide a more consistent service experience to its customers and is evaluating the Service Cloud macro feature. <br \/>\r<br>Which three configurations must be made? Choose 3 answers<\/div><input type='hidden' name='question_id[]' id='qID_16' value='160141' \/><input type='hidden' id='answerType160141' value='checkbox'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160141[]' id='answer-id-649376' class='answer   answerof-160141 ' value='649376'   \/><label for='answer-id-649376' id='answer-label-649376' class=' answer'><span>Users must use Lightning Experience.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160141[]' id='answer-id-649377' class='answer   answerof-160141 ' value='649377'   \/><label for='answer-id-649377' id='answer-label-649377' class=' answer'><span>Publisher Actions used in the macros must be on the page layout.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160141[]' id='answer-id-649378' class='answer   answerof-160141 ' value='649378'   \/><label for='answer-id-649378' id='answer-label-649378' class=' answer'><span>The Macros widget or utility must be added to the console.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160141[]' id='answer-id-649379' class='answer   answerof-160141 ' value='649379'   \/><label for='answer-id-649379' id='answer-label-649379' class=' answer'><span>The Run Macros Permission must be granted to users.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='checkbox' name='answer-160141[]' id='answer-id-649380' class='answer   answerof-160141 ' value='649380'   \/><label for='answer-id-649380' id='answer-label-649380' class=' answer'><span>The Run Macros Action must be on the page layout.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-17' style=';'><div id='questionWrap-17'  class='   watupro-question-id-160142'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>17. <\/span>Universal Containers wants to ensure the contracted service level requirements for its clients are being met. <br \/>\r<br>What should be configured to meet this requirement?<\/div><input type='hidden' name='question_id[]' id='qID_17' value='160142' \/><input type='hidden' id='answerType160142' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160142[]' id='answer-id-649381' class='answer   answerof-160142 ' value='649381'   \/><label for='answer-id-649381' id='answer-label-649381' class=' answer'><span>Entitlement processes, milestones, milestone actions, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160142[]' id='answer-id-649382' class='answer   answerof-160142 ' value='649382'   \/><label for='answer-id-649382' id='answer-label-649382' class=' answer'><span>Entitlement processes, contracts, contract line Items, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160142[]' id='answer-id-649383' class='answer   answerof-160142 ' value='649383'   \/><label for='answer-id-649383' id='answer-label-649383' class=' answer'><span>Entitlement processes, contract line items, milestones, and entitlements<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160142[]' id='answer-id-649384' class='answer   answerof-160142 ' value='649384'   \/><label for='answer-id-649384' id='answer-label-649384' class=' answer'><span>Entitlement processes, contracts, milestones, and milestone actions<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-18' style=';'><div id='questionWrap-18'  class='   watupro-question-id-160143'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>18. <\/span>How should a Consultant provide Suggested Article functionality to Lightning Service Console users?<\/div><input type='hidden' name='question_id[]' id='qID_18' value='160143' \/><input type='hidden' id='answerType160143' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160143[]' id='answer-id-649385' class='answer   answerof-160143 ' value='649385'   \/><label for='answer-id-649385' id='answer-label-649385' class=' answer'><span>Add the Knowledge Component to the Service Console.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160143[]' id='answer-id-649386' class='answer   answerof-160143 ' value='649386'   \/><label for='answer-id-649386' id='answer-label-649386' class=' answer'><span>Add the Knowledge tab to the Console app.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160143[]' id='answer-id-649387' class='answer   answerof-160143 ' value='649387'   \/><label for='answer-id-649387' id='answer-label-649387' class=' answer'><span>Create email templates with Knowledge Articles attached.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160143[]' id='answer-id-649388' class='answer   answerof-160143 ' value='649388'   \/><label for='answer-id-649388' id='answer-label-649388' class=' answer'><span>Add the Suggested Article widget to the Case page layout.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-19' style=';'><div id='questionWrap-19'  class='   watupro-question-id-160144'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>19. <\/span>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. <br \/>\r<br>Which reporting solution should the Consultant recommend?<\/div><input type='hidden' name='question_id[]' id='qID_19' value='160144' \/><input type='hidden' id='answerType160144' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160144[]' id='answer-id-649389' class='answer   answerof-160144 ' value='649389'   \/><label for='answer-id-649389' id='answer-label-649389' class=' answer'><span>Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160144[]' id='answer-id-649390' class='answer   answerof-160144 ' value='649390'   \/><label for='answer-id-649390' id='answer-label-649390' class=' answer'><span>Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160144[]' id='answer-id-649391' class='answer   answerof-160144 ' value='649391'   \/><label for='answer-id-649391' id='answer-label-649391' class=' answer'><span>Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160144[]' id='answer-id-649392' class='answer   answerof-160144 ' value='649392'   \/><label for='answer-id-649392' id='answer-label-649392' class=' answer'><span>Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div class='watu-question ' id='question-20' style=';'><div id='questionWrap-20'  class='   watupro-question-id-160145'>\n\t\t\t<div class='question-content'><div><span class='watupro_num'>20. <\/span>Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?<\/div><input type='hidden' name='question_id[]' id='qID_20' value='160145' \/><input type='hidden' id='answerType160145' value='radio'><!-- end question-content--><\/div><div class='question-choices watupro-choices-columns '><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160145[]' id='answer-id-649393' class='answer   answerof-160145 ' value='649393'   \/><label for='answer-id-649393' id='answer-label-649393' class=' answer'><span>Process Builder<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160145[]' id='answer-id-649394' class='answer   answerof-160145 ' value='649394'   \/><label for='answer-id-649394' id='answer-label-649394' class=' answer'><span>Lightning Knowledge<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160145[]' id='answer-id-649395' class='answer   answerof-160145 ' value='649395'   \/><label for='answer-id-649395' id='answer-label-649395' class=' answer'><span>Macros<\/span><\/label><\/div><div class='watupro-question-choice  ' dir='auto' ><input type='radio' name='answer-160145[]' id='answer-id-649396' class='answer   answerof-160145 ' value='649396'   \/><label for='answer-id-649396' id='answer-label-649396' class=' answer'><span>Visual Workflow<\/span><\/label><\/div><!-- end question-choices--><\/div><!-- end questionWrap--><\/div><\/div><div style='display:none' id='question-21'>\n\t<div class='question-content'>\n\t\t<img loading=\"lazy\" decoding=\"async\" src=\"https:\/\/www.dumpsbase.com\/freedumps\/wp-content\/plugins\/watupro\/img\/loading.gif\" width=\"16\" height=\"16\" alt=\"Loading...\" title=\"Loading...\" \/>&nbsp;Loading...\t<\/div>\n<\/div>\n\n<br \/>\n\t\n\t\t\t<div class=\"watupro_buttons flex \" id=\"watuPROButtons4997\" >\n\t\t  <div id=\"prev-question\" style=\"display:none;\"><input type=\"button\" value=\"&lt; 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