The Universal Containers support center management team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2)
A. Create escalation rules to re-assign cases after SLAs have expired.
B. Enable the Service Cloud Console and Knowledge sidebar for agents.
C. Create case teams and introduce swarming to resolve cases.
D. Enable and use Chatter feed tracking on the case object.
The project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2)
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
A. Average call handle time by team
B. Number of cases created using portal
C. Number of cases closed by a self-service user
D. Number of IVR inquiries without agent involvement
The cost of service for Universal Containers' contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers.
A. Enable Chatter for agent collaboration.
B. Create auto response templates for emails.
C. Enable Knowledge in a Service Cloud portal.
D. Enable Ideas in a Service Cloud portal.
The manager of a large credit card contact center needs to understand how many customers call daily to check their balance without speaking with an agent. Which system would be used to generate the report?
A. Automatic Call Distributor
B. Private Branch Exchange
C. Interactive Voice Response
D. Time and Attendance
The cost of service for Universal Containers contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service? (Choose 2)
A. Enable Ideas in a customer portal
B. Enable Chatter for agent collaboration
C. Create auto-response templates for incoming emails
D. Enable Live Agent to handle incoming service inquiries
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case
comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
A. Create a custom report
B. Create a custom related list on the case
C. Create a custom view on the Case tab
D. Create a custom Visualforce page
If you delete a case, which two also get deleted? (Choose two answers)
A. Account
B. Solution
C. Event
D. Attachments
In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers
A. Use Visualforce to create a wizard for each process
B. Organize the fields on the page layout to match each process
C. Use Visual Workflow to streamline the process
D. Create a custom object for each step in the process
For which purpose should a contact center use Visual Flow?
A. To assign follow-up tasks to an agent one week after a case is closed.
B. To automatically assign cases to a specific queue based on the customer support level
C. To escalate to the support manager if it has been open for more than 72 hours
D. To automate business processes for agents who troubleshoot customer support issues via phone
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