The Support Manager at Universal Containers has determined that there are five common case types that are always resolved during the first call. Additionally, the support manager noticed that support agents are sending similar emails to the customer for each case. Which three solutions can a consultant implement to minimize the time it takes a support agent to create emails for these cases?
A. Implement Quick Text
B. Enable the Support Process for default email templates
C. Implement Macros
D. Implement Email-To-Case
E. Enable the support setting for default email templates
A company has a requirement to keep all emails behind their firewall, they have 200 agents. What should they use?
A. Community
B. Email to Case
C. Web to Case
D. On Demand Email to Case
Universal Container wants to measure the efficient of its Contact Center. Which three metrics should the contact center manager analyze?
A. Number of Closed cases on first call
B. Average Number of days to close cases
C. Number of open cases per day
D. Number of cases escalated
E. Number of new customers added
UC's service center needs to provide support for a new product line. The product manager would like to be
notified whenever a customer reports a new defect. Which solution should a consultant recommend to
meet this requirement?
(choose 1 answer)
A. Use an escalation rule to move cases into the product manager queue
B. Use Chatter case feed and case teams to monitor cases
C. Use an assignment rule to assign new cases to the product manager
D. Use a workflow rule to send an email to the product manager
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
A. Hire contact center representatives that specialize in each of the product categories.
B. Make contact center representatives accessible 24/7 to distribute the call volume.
C. Redirect users from the company site to social media forums about the products.
D. Make knowledge base articles and community answers accessible on its website.
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 outbound calls per day
B. Number of closed cases
C. Number of lead referrals
D. Number of attempts to contact
UC has discovered that the average time an agent takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? Choose 2 answers.
A. Track social sentiment across social media outlets
B. Improve the training provided to existing agents
C. Hire more agents for the contact centers
D. Configure entitlements and milestones to enforce SLAs
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
Universal containers has implemented salesforce knowledge and the service manager wants to encourage agents to use knowledge base. Which metric should the service manager monitor? (choose 1 answer)
A. Number of article votes
B. Number of customer ratings
C. Number of approved articles
D. Number of archived articles
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.
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