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Prepare CRT-261 Question Answers Free Update With 100% Exam Passing Guarantee [2022]
NEW QUESTION 14
Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers
- A. Approval Process that assigns an Article to a Reviewer Queue.
- B. Knowledge Action to Publish an Article once the Article is approved.
- C. Validation Rules for article record types to verify all fields during creation.
- D. Data Category to assign an article record type to a Reviewer.
Answer: C,D
NEW QUESTION 15
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Opportunities per channel
- B. Number of leads created
- C. Number of sales queues
- D. Cost per call
- E. Average queue time per agent
Answer: A,B,D
NEW QUESTION 16
A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?
- A. Customer Community
- B. Lightning Service Console
- C. Field Service Lightning
- D. An AppExchange Solution
Answer: C
NEW QUESTION 17
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
- A. Approval Processes
- B. Support Types
- C. Record Types
- D. Support Processes
Answer: C,D
NEW QUESTION 18
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Article permission sets allow agents to participate in the article publishing process
- B. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- C. Approval process CANNOT allow publishing of articles that have specific validation statuses
- D. Articles CANNOT be published until they are reviewed and validated by a qualified author
Answer: A
NEW QUESTION 19
Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers
- A. Knowledge Article Usage
- B. Number of Portal Logins per Day
- C. Cases by Support Channels
- D. Escalated Calls
- E. Average Call Handle Time
Answer: A,B,C
NEW QUESTION 20
What are three considerations when adding a report chart to a Console Component? Choose 3 answers
- A. The report chart is added to the Page Layout.
- B. The report contains a chart.
- C. The report is shared with a Chatter Group.
- D. The report is a Summary or Matrix report.
- E. The report has a standard Report Type.
Answer: B,D
NEW QUESTION 21
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?
- A. Percent of cases closed with an attached article
- B. Percent of cases closed with chatter posts
- C. Percent of cases closed meeting the defined SLA
- D. Percent of cases closed on first contact
Answer: C
NEW QUESTION 22
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
- A. System software restore after an outage
- B. Highly available telecom solution
- C. Periodic maintenance windows
- D. Server hardware infrastructure rebuilds
Answer: B,C
NEW QUESTION 23
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?
- A. Add an object-specific custom quick action to create new activities.
- B. Provide a macro that will automatically create the activities when executed.
- C. Hire a certified developer to write an apex trigger that creates each new activity.
- D. Assign a single agent to create the activities on all new onboarding cases.
Answer: B
NEW QUESTION 24
Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers
- A. Install an adapter from AppExdiange to work with third-party CTI systems.
- B. Create a softphone layout and assign to user profiles.
- C. Assign the Salesforce CTI license to Salesforce users.
- D. Enable Live Agent in their community to chat with an agent.
- E. Assign the correct Salesforce users to the Call Center.
Answer: A,B,E
NEW QUESTION 25
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first-call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
- A. Train support agents
- B. Hire additional support agents
- C. Reduce the cost per call
- D. Align agent performance goals with KPIs
Answer: A,D
NEW QUESTION 26
Sales engineer needs visibility to list field edits, emails, case comments, and related objects on ONE page. How can this be achieved?
- A. Custom related list
- B. Customer view of case tab
- C. Custom report
- D. Custom Visual force page
Answer: D
NEW QUESTION 27
Why would customer upgrade from self-service to customer portal (Choose 3)?
- A. Access to custom objects
- B. Simpler and easier to configure
- C. Better reporting
- D. Branded site
Answer: A,C,D
NEW QUESTION 28
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
- A. Users, contacts, accounts, cases
- B. Users, accounts, contacts, cases
- C. Accounts, contacts, cases, users
- D. Accounts cases, users, contacts
Answer: B
NEW QUESTION 29
UC's support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc.). Additional requirements are listed below:
Support attachments up to 20MB per inquiry
Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these requirements?
- A. Web-to-Case
- B. On-Demand Email-to-Case
- C. Email-to-Case
- D. Customer Chatter groups
Answer: B
NEW QUESTION 30
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
- A. Case closure rules on the original case
- B. Visibility and access to the work order records
- C. Work order and customer contact escalation requirements
- D. Total number of account and contact records in the database
- E. Account team relationship to the primary contact
Answer: A,B,C
NEW QUESTION 31
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