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
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
A. Enable service contracts and entitlements.
B. Implement Salesforce Console for Service to support agents.
C. Leverage Live Agent for web-based chat.
D. Implement Salesforce Knowledge on a portal.
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
A. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
B. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
C. Configure the agent console and display the articles, case view, and external system custom object
D. Create a custom Visualforce page to display case list view, external system, and knowledge articles
Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.
A. Integration with Field service teams and apps
B. Strategies to maximize call deflection
C. Performance for high volume of interactions
D. Integration with Lead Generation team and apps
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
A. Enable the case survey object for the customer portal
B. Utilize an AppExchange package to handle customer surveys
C. Create a validation rule for case survey email templates
D. Modify the user interface settings for the case survey sidebar
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
A. An outbound message to a middleware platform to provide map details
B. A mashup integration on the Account page to a third-party mapping service
C. A Web Service call-out that retrieves map details from the backend system
D. A custom tab of type URL that displays a map image of customer location
Universal Containers' contact center manager needs to measure the following metrics: Agent productivity Customer satisfaction
Which report should a consultant recommend? (Choose 2)
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
Universal Containers, a new Salesforce customer, needs its millions of consumers to have public access
to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and
read historical cases.
Which product and license type would meet all of these requirements?
A. Force.com Sites with Knowledge and Email-to-Case
B. Visualforce and Self-Service Portal
C. Force.com Sites with Knowledge and Web-to-Case
D. Force.com Sites and High-Volume Customer Portal
Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers
A. Create multiple CSV files, one for each article type
B. Create HTML files referencing image to be uploaded
C. Match each new article to an existing article type
D. Create a single CSV file, including all article types
E. Load all articles with the Apex data loader tool
Nowadays, the certification exams become more and more important and required by more and more enterprises when applying for a job. But how to prepare for the exam effectively? How to prepare for the exam in a short time with less efforts? How to get a ideal result and how to find the most reliable resources? Here on Vcedump.com, you will find all the answers. Vcedump.com provide not only Salesforce exam questions, answers and explanations but also complete assistance on your exam preparation and certification application. If you are confused on your CRT-261 exam preparations and Salesforce certification application, do not hesitate to visit our Vcedump.com to find your solutions here.