CRT-261 무료 덤프문제 온라인 액세스

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants to avoid a large volume of invalid cases.
Which tool should the consultant use to meet the requirements?

• A.On-Demand Email-to-Case
• B.AppExchange Package
• C.Web-to-Case

Universal Containers wants Salesforce to suggest Knowledge articles to agents based on information about the case.
Which solution should a consultant recommend?

• A.Add the Knowledge object to global search objects.
• B.Add the Knowledge related list to the case page layout.
• C.Add the Knowledge component on the case Lightning record page.

Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?

• A.Milestones & Entitlements processes
• B.Case Assignment rules
• C.Omni-Channel Routing

Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?

• A.Messaging for Web
• B.Einstein Bots
• C.AppExchange package

Cloud Kicks (CK) uses Service Cloud and Slack. For difficult cases, service agents want to create a swarm in Slack to pull in experts from multiple CK departments.
What should the consultant recommend to an agent who wants to launch a Slack Swarm?

• A.Apex trigger
• B.Escalation rules
• C.Quick Action