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Salesforce CRT-261 Exam Reference
NEW QUESTION 44
Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?
- A. Establish Case Assignment Rules.
- B. Configure Case Escalation Rules.
- C. Create a Process Builder with Scheduled Actions.
- D. Define Case Auto-Response Rules.
Answer: D
NEW QUESTION 45
Universal Containers has recently implemented a Customer Community to allow its customers to create and update their cases online. What should a consultant recommend to ensure Customer Community users are able to access only their cases online, including cases created by the support team on their behalf over the phone?
- A. A sharing rule to ensure record access is granted based on criteria of the case.
- B. A sharing rule to ensure record access is granted based on the Customer Community user role hierarchy.
- C. A sharing set to grant the Customer Community user access to records associated to their Contact record.
- D. An organization-wide default of Public Read/Write on the Case object.
Answer: A
NEW QUESTION 46
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Users.
- B. Configure Case Assignment Rules to use Queues.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Omni-Channel Routing Model as Least Active.
Answer: C
NEW QUESTION 47
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
- A. Report on agent ratings on articles
- B. Report on agent feedback on articles
- C. Report on the articles attached in cases.
- D. Report on articles followed in Chatter.
Answer: A,C
NEW QUESTION 48
Universal containers uses social media to monitor new trends and issues that require a response by their community team. What solution should a consultant recommend to automate the creation of customer contacts and cases from universal containers social channels when negative product sentiment is expressed?
- A. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- B. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- C. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: A
NEW QUESTION 49
How is the hash mark (e.g., #salesforce) used in chatter?
- A. Links the Chatter message to Twitter
- B. Indicates the name of a group in which to place the Chatter message
- C. Indicates a clickable URL hyperlink
- D. Ties the Chatter message to a topic
Answer: D
NEW QUESTION 50
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Configure Omni-Channel Supervisor tab and 3rd party access.
- B. Configure Live Agent Supervisor tab and Whisper Messages.
- C. Configure the SOS snap-in for the Lightning Service Console.
- D. Add the Live Agent Component to the Utility bar.
Answer: B
NEW QUESTION 51
Which technology will allow a client to enable ideas on a public website? There are two correct answers.
- A. Customer portalPartner portal
- B. Force.com Web Services API
- C. Self-service portal
- D. Force.com Sites
- E. Partner portal
Answer: B,D
NEW QUESTION 52
Which configuration item must be created when implementing Lightning Knowledge?
- A. Attachment Types
- B. Record Types
- C. Article Types
- D. File Types
Answer: B
NEW QUESTION 53
UC has a telemarketing contact center with agents who cold-call prospects and follow-up on prospects that have been routed to them. Which metric should UC consider when designing the contact center? Choose 2 answers.
- A. Number of attempts to contact
- B. Number of outbound calls per day
- C. Number of lead referrals
- D. Number of closed cases
Answer: A,B
NEW QUESTION 54
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
- A. Remove filter criteria from the views
- B. Reduce the number of fields displayed
- C. Filter the views by case owner
- D. Restrict visibility of the views
Answer: B,C
NEW QUESTION 55
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to determine if a customer has escalated a case in the past
- B. Ability to specify unique service levels for each customer
- C. Ability to prompt callers for the service contract number within IVR menus
- D. Ability to enforce service levels with the time-dependent processes
Answer: B,C
NEW QUESTION 56
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Marketing
- B. Telephony
- C. Order Fulfillment
- D. Enterprise Resource Planning (ERP)
Answer: C
NEW QUESTION 57
Which metric influences customer satisfaction? Choose 2 answers
- A. First call resolution
- B. Call quality
- C. Cost per call
- D. After call work
Answer: A,B
NEW QUESTION 58
Universal Containers wants to measure the efficiency of its contact center. Which three metrics should the contact center manager analyze? Choose 3 answers
- A. Number of cases escalated
- B. Average number of days to close cases
- C. Number of new customers added
- D. Number of closed cases on first call
- E. Number of open cases per day
Answer: A,B,E
NEW QUESTION 59
The Support Manager at Universal Containers wants to improve visibility to cases across the organization and has decided that Product Managers should be more involved in the case management process. The Support Manager has created predefined case teams for each product and trained Support Agents to add the appropriate case team to each case. Which two solutions will allow Product Managers to quickly see and review the cases that are created for their products? Choose 2 answers
- A. Create a case queue for all created or updated cases.
- B. Create an email alert notification for Case Teams.
- C. Create a case report that displays all created or updated cases.
- D. Create a case list view that is filtered by My Case Teams.
Answer: A,B
NEW QUESTION 60
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
- A. Agent utilization
- B. Number of calls offered
- C. Quality monitoring score
- D. Schedule adherence
Answer: A,D
NEW QUESTION 61
The Universal Containers' customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers
- A. Require agents to check a box on the case when submitting a new suggested article.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Measure and reward agents based on the number of new articles submitted for approval.
Answer: C,D
NEW QUESTION 62
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Enable service contracts and entitlements.
- C. Implement Salesforce Knowledge on a portal.
- D. Leverage Live Agent for web-based chat.
Answer: C,D
NEW QUESTION 63
Universal Containers is implementing a CTI solution for its inbound service and support contact center. Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2)
- A. Average days to close
- B. Average handle time
- C. First call resolution
- D. Abandon rate
Answer: C,D
NEW QUESTION 64
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?
- A. Create a single data category group for each division and provide access using the role hierarchy.
- B. Create a sharing rule for each division to provide access based on criteria of the article.
- C. Create a sharing rule for each division to provide access using the role hierarchy.
- D. Create separate data category groups for each division and assign the category to a division profile.
Answer: A
NEW QUESTION 65
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