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Free CRT-261 Exam Braindumps (page: 13)

Page 12 of 50
PDF with 258 Questions

Service Representatives are complaining that their Lightning Service Console is too crowded making it difficult to find the tabs and features they need. After reviewing the Service Representatives console use, all configured features are required.
Which solution should a Consultant suggest to improve the efficiency of console users?

  1. Enable Keyboard shortcuts
  2. Define criteria-based record page components
  3. Configure Macros
  4. Create multiple Console layouts

Answer(s): A



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.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

  1. Create a case assignment rule to ensure cases are owned by a user when closed.
  2. Use a data tool to update the owner field on closed cases.
  3. Create a Process Builder and Flow to change the owner on closed cases.
  4. Create a case validation rule to ensure cases are owned by a user when closed.

Answer(s): A,B



Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

  1. Upload the files as Documents, then relate them to the migrated Articles.
  2. Use the Lightning Knowledge Migration Tool and choose 'include files'.
  3. Use the Files Related List on each article to add files to your articles.
  4. Post the Files to the Chatter Feed on each Article.

Answer(s): A



A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

  1. Prepare, Plan, Test, Execute, Validate
  2. Plan, Prepare, Test, Execute, Validate
  3. Prepare, Plan, Validate, Execute, Test
  4. Plan, Prepare, Validate, Execute, Test

Answer(s): D






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