CRT-261 Practice Test

Universal Containers wants to provide a more consistent service experience to its
customers and is evaluating the Service Cloud macro feature.
Which three configurations must be made? Choose 3 answers

A.

Users must use Lightning Experience.

B.

Publisher Actions used in the macros must be on the page layout.

C.

The Macros widget or utility must be added to the console.

D.

The Run Macros Permission must be granted to users.

E.

The Run Macros Action must be on the page layout.

Universal Containers wants to ensure the contracted service level requirements for its
clients are being met. What should be configured to meet this requirement?

A.

Entitlement processes, milestones, milestone actions, and entitlements

B.

Entitlement processes, contracts, contract line Items, and entitlements

C.

Entitlement processes, contract line items, milestones, and entitlements

D.

Entitlement processes, contracts, milestones, and milestone actions

How should a Consultant provide Suggested Article functionality to Lightning Service
Console users?

A.

Add the Knowledge Component to the Service Console.

B.

Add the Knowledge tab to the Console app.

C.

Create email templates with Knowledge Articles attached.

D.

Add the Suggested Article widget to the Case page layout.

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?

A.

Create a list view report that includes fields for call center location, agent, calendar
month, and first-call resolution.

B.

Create a reporting snapshot that includes fields for call center location, agent, calendar
month, and first-call resolution.

C.

Create a joined report that includes fields for call center location, agent, calendar month,
and first-call resolution.

D.

Create a matrix report that includes fields for call center location, agent, calendar month,
and first-call resolution.

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

A.

Process Builder

B.

Lightning Knowledge

C.

Macros

D.

Visual Workflow