Free Salesforce CRT-261 Exam Questions

Case closure time at Cloud Kicks (CK) is too high although CK already enabled Knowledge Management.What should the consultant recommend to decrease case closure time?

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as passwordresets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger,and WhatsApp.What should the consultant recommend to handle the new cases?

Cloud Kicks will use the Salesforce Knowledge Article Importer to migrate existing articlesfrom another knowledge base. The current knowledge base includes how-to guides written in HTML.What is the recommended method to import the how-to guides into Salesforce Knowledge?

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