Free CRT-261 Mock Exam – Practice Online Confidently

Universal Containers has implemented Knowledge-Centered Support (KCS). Specific article types and

categories require approval. Both the

Publish Articles and the Submit for Approval buttons are available on page layouts. Agents are forgetting to

submit certain articles types for approval.

What should a consultant recommend to automate the Approval Process?

Support managers have requested the ability to provide real-time feedback to agentsduring customer chat sessions.Which feature should a consultant configure to meet this requirement?

Universal Containers (UC) has hired a consulting firm to implement Service Cloud for its

contact center for the first time. The project requires quick iterations and speedy completion. UC has

requested frequent updates from the project team for check-ins and refinement.

Which methodology should the consultant recommend given the requirements?

Universal Containers (UC) wants its Agentforce Service Agent to provide accurate and trustworthy responses

to customer inquiries by leveraging their vast repository of internal knowledge articles, which includes both

structured fields and unstructured text.

How can a Service Cloud Consultant design for the accuracy and trustworthiness of the AI agent's responses

using this company's data?

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?