Free Salesforce CRT-261 Exam Dumps Questions & Answers

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and categories require approval. Both the Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to submit certain articles types for approval.
What should a consultant recommend to automate the Approval Process?

• A.Create an autolaunched Flow.
• B.Update the Approval Process to Auto-launch.
• C.Create a Lightning Web Component action for Approval Process.

A service manager at Cloud Kicks has received complaints from customers who speak languages other than English that their cases are taking a long time to be resolved. After investigation, the consultant has determined that these work items fail to be assigned to the correct agents.
What should the consultant recommend that the service manager do first?

• A.Review Assigned Work.
• B.Review Queues Backlog.
• C.Review Skills Backlog.

What is a consideration when adding a report chart to a Page Layout or a Lightning Record Page?

• A.The report must have a standard Report Type.
• B.The report must contain a chart.
• C.The report must be used on a Dashboard.

Universal Containers has decided to implement a Web-to-Case form on its website so customers can submit support requests instead of calling the customer service center. The product owner has asked the consultant to create the implementation plan and research solutions.
What should the consultant do before creating an implementation plan?

• A.Review Service Setup Assistant for Web-to-Case.
• B.Review Einstein Conversation Mining for Web-to-Case.
• C.Review guidelines and limits for Web-to-Case.

Universal Containers provides customer support for both new products and routine maintenance of existing products. The cases for both types have many stages and fields in common; however, themaintenance cases have additional stages and fields that need to be captured. Which feature should a consultant recommend to accomplish this objective?

• A.Approval Processes
• B.Support Processes
• C.Support Types