Which document should be created to support the initial planning phase of an implementation project? (Choose 2)
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation
Which metric influences customer satisfaction? Choose 2 answers
A. After call work
B. Cost per call
C. First call resolution
D. Call quality
Which feature of Salesforce Knowledge can be leveraged to create a customer-facing product information website? Choose 2 answers.
A. Display articles in a public knowledge base.
B. Display articles in Salesforce Answers.
C. Display articles with HTML, images, and links.
D. Publish articles to the Web using Salesforce Publisher.
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI
Which of the following utilize the "Automated Case User" (Choose 3 answers):
A. When a case is automatically assigned using assignment rules this user is listed in the case history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web-To-Case this user is listed in the case history
E. When a case is created via Email-To-Case this user is assigned as the case owner
Which Statement is true regarding Salesforce Chatter Answers? Choose 3 answers
A. Answers can be exposed to partner portal users
B. External users can subscribe to Answers
C. Escalate a question to a case
D. Knowledge articles can be created from Answers
E. Select best answers for questions.
Which solution can be used to improve call deflection?
A. Knowledge base
B. Community forum
C. Assignment rules
D. Web chat
E. Case routing
Which statements are true regarding a prebuilt Salesforce computer telephony integration (CTI) adapter for different telephony systems? (Choose 2)
A. It is a server based software program that controls the behavior of a Salesforce SoftPhone
B. It is an intermediary between a telephony system and a Salesforce CRM call center user
C. It utilizes the SoftPhone capability from within the Salesforce application
D. It allows voicemails to be captured and stored as attachments on cases
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
A. It acts as an intermediary between telephony systems, the salesforce Call Center application, and Salesforce user interface
B. It is a server-based software program that controls the appearence and behavior of a Salesforce SoftPhone
C. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
D. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
E. It does NOT require a software install for each call center user on a Windows-based PC.
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
A. Telephony
B. Order Fulfillment
C. Enterprise Resource Planning (ERP)
D. Marketing
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.