Free CRT-261 Exam Braindumps

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?

1. A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
2. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
3. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
4. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Correct Answer: D

Which Lightning Service Console feature should be used to enable Service Reps to send emails with attachments to customers based on the Case details?

1. A. Process Builder
2. B. Lightning Knowledge
3. C. Macros
4. D. Visual Workflow

Correct Answer: A

What are three considerations when adding a report chart to a Console Component? Choose 3 answers

1. A. The report chart is added to the Page Layout.
2. B. The report is shared with a Chatter Group.
3. C. The report is a Summary or Matrix report.
4. D. The report contains a chart.
5. E. The report has a standard Report Type.

Correct Answer: CD

Universal Containers wants to provide its five million customers a solution where customers can submit inquiries, monitor the status of those inquiries, and view their contact information.
Which type of Community license should be used to meet these requirements?

1. A. Company Community
2. B. Employee Community
3. C. Customer Community
4. D. Partner Community

Correct Answer: C

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

1. A. Approval Process that assigns an Article to a Reviewer Queue.
2. B. Knowledge Action to Publish an Article once the Article is approved.
3. C. Validation Rules for article record types to verify all fields during creation.
4. D. Data Category to assign an article record type to a Reviewer.

Correct Answer: AC