Get instant access to CRT-261 Practice Tests 2021 Free Updated Today!
Welcome to download the newest PassLeader CRT-261 PDF dumps ( 349 Q&As)
NEW QUESTION 70
Universal Containers has an upcoming maintenance window where read-only access will be available. Which two actions will Universal Containers be able to perform during this window? Choose 2 answers
- A. Run and view Salesforce reports.
- B. Update case data for a customer.
- C. Post report information on Chatter.
- D. Review existing cases for an account.
Answer: A,D
NEW QUESTION 71
When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.
- A. Case queues
- B. Case assignment rules
- C. Case dashboards
- D. Case custom reports
Answer: A,B
NEW QUESTION 72
Universal containers want to identify potential delays in the customer support process. Which metric should the contact center management analyze? (Choose 1)
- A. Case volume by channel.
- B. Cases created by type.
- C. Open cases by reason.
- D. Average case stage duration.
Answer: D
NEW QUESTION 73
Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge-Centered Support (KCS) methodology Which two benefits can be expected from KCS adoption? Choose 2 answers
- A. A knowledge article life cycle that evolves based on usage and demand
- B. A knowledge article life cycle that is implemented correctly the first time and does not need to change
- C. Reduced first contact resolution
- D. Reduced issue resolution time
Answer: C,D
NEW QUESTION 74
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 the articles attached in cases.
- B. Report on agent feedback on articles
- C. Report on articles followed in Chatter.
- D. Report on agent ratings on articles
Answer: A,D
NEW QUESTION 75
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
- A. @mention the SMEs on the case Chatter feed and follow the case
- B. Use hashtag (#) to track the customer case and SMEs comments
- C. Follow the SMEs to receive automatic updates when they add case comments
- D. Bookmark all the comments related to the issue from SMEs
Answer: A
NEW QUESTION 76
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
- A. Automatic Call Distributor
- B. Interactive Voice Response
- C. Private Branch Exchange
- D. Time and Attendance
Answer: B
NEW QUESTION 77
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. Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case
- B. Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
- C. Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
- D. Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Answer: B
NEW QUESTION 78
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Update the case status field values.
- C. Deliver training on case handling for contingent staff.
- D. Disable the Interactive Voice Response (IVR) system.
- E. Monitor service level agreements (SLAs) and notify customers.
Answer: A,C,E
NEW QUESTION 79
A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue?
- A. Adjust the project scope to accommodate new requirements and continue with the original project schedule
- B. Document the requirements gap and communicate development options to the project team
- C. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
- D. Add development resources to the project team to build out the additional requirements.
Answer: B
NEW QUESTION 80
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
- A. Process Builder Assignment
- B. Live Agent
- C. Omni Channel
- D. Case Assignment Rules
Answer: C
NEW QUESTION 81
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
- A. Use change sets to import data categories
- B. Map articles with HTML sections to rich text area fields
- C. Use the data loader to import unstructured articles
- D. Create a separate .csv for each article type
Answer: B,C
NEW QUESTION 82
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Process for creating and maintaining knowledge
- B. Share knowledge with the business partners
- C. Method for social media management
- D. Standard for managing customer support and delivery
Answer: A,B
NEW QUESTION 83
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Create email templates with Knowledge Articles attached.
- C. Add the Knowledge Component to the Service Console.
- D. Add the Suggested Article widget to the Case page layout.
Answer: C
NEW QUESTION 84
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, contract line items, milestones, and entitlements
- C. Entitlement processes, contracts, contract line Items, and entitlements
- D. Entitlement processes, contracts, milestones, and milestone actions
Answer: A
NEW QUESTION 85
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users have access to the chat public group.
- B. Verify that users are assigned the chat user profile.
- C. Verify that users have access to the chat buttons.
- D. Verify that users are assigned the chat feature license.
Answer: D
NEW QUESTION 86
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On a new tab in the agent's browser
- B. On the footer of the Lightning Console
- C. On the Highlights Panel of a Primary tab
- D. On the left sidebar of Salesforce Classic
Answer: B,D
NEW QUESTION 87
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
- A. Fund customer approval on training materials
- B. Verification that sample data has been loaded
- C. Approval of test scripts from the business lead
- D. Verification of the production migration checklist
Answer: B,C
NEW QUESTION 88
......
Sep-2021 Latest SurePassExams CRT-261 Exam Dumps with PDF and Exam Engine: https://www.surepassexams.com/CRT-261-exam-bootcamp.html
Premium Quality Salesforce CRT-261 Online dumps: https://drive.google.com/open?id=1-mZxLv57_LLRmnOd-rgRcvj2W16zE73y