Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
A. Enable the self-service portal to generate logins for the hospital staff by region.
B. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use cases to track the credit requests and route than to regional teams using assignment rules
Using Import Wizard, how many Asset records can you import at a time?
A. 1000
B. 5000
C. 50,000
D. 100,000
E. You cannot import Assets via Import Wizard
Universal Telco sells and supports a line of smart phones. The company offers support via phone, emailto-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. Number of Portal Logins per Day
B. Knowledge Article Usage
C. Average Call Handle Time
D. Cases by Support Channels
E. Escalated Calls
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
A. Replaces the need for an email channel
B. Eliminates tracking of customer entitlements
C. Uncovers gaps in the knowledge base
D. Reduces incoming call volume
Using standard case management capabilities, what can be emailed to a customer as a PDF attachment?
A. Articles appearing in the Knowledge sidebar
B. Products and assets associated to the case
C. Knowledge articles attached to the case
D. Contract details related to the entitlement
What is a benefit of a customer community? Choose 2 answers.
A. Eliminates the need to track service level agreements
B. Reduces incoming call volume
C. Enables customers to log inquires without contacting an agent
D. Eliminates the need for support agents
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
What is a business continuity challenge in a cloud-based contact center that operates 24/7? Choose 2 answers
A. Highly available telecom solution
B. Periodic maintenance windows
C. Server hardware infrastructure rebuilds
D. System software restore after an outage
What is a benefit of a quality monitoring system? Choose 2 answers
A. Lower the average speed of answer (ASA)
B. Teach new agents how to handle difficult situations
C. Enforce a consistent standard of service for customer interaction
D. Capture inappropriate word usage and generate reports
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
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.