From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)
A. They are members of that Queue
B. They have a Contact Manager Profile
C. If the OWD for sharing cases is Public Read/Write/Transfer
D. They are higher in the Role Hierarchy than a Queue Member
E. All of the above
Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
A. Reads the case
B. Adds a related comment to the case
C. Adds an activity or sends an email from the case record
D. Edits the case
E. All of the above
Customers can contact Universal Appliances to report problems with their appliances within 30 days of delivery. Support agents need quick-view-only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2)
A. Display product bug data in Salesforce via a Visualforce page (or use Lightning Connect)
B. Use Web Services API to integrate the external database with Salesforce
C. Create a custom product bug object and import data into Salesforce
D. Use Bulk API to load the product bug data into Salesforce
Auto Response rules work on which objects?
A. Leads and Cases
B. Leads and accounts
C. Accounts and Opportunity
D. Accounts and Cases
At Universal Containers, a support agent dedicated to one customer regularly handles complex integration-related cases. In these cases, the agent collaborates with Universal Containers product development team and the client's system integration. What would the consultant recommend to expedite the handling of these cases?
A. Build a repository of Knowledge articles related to integration and share it with the customer.
B. Enable Chatter case feed and add product development team members to the case team.
C. Create a related child case and assign the child case to the product development team.
D. Create a private Chatter group with customers and invite key individuals to join the group.
All of the following objects may have a queue EXCEPT:
A. Accounts
B. Cases
C. Leads
D. Custom Objects
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:
A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
A. Report on the articles attached in cases.
B. Report on articles followed in Chatter.
C. Report on agent ratings on articles
D. Report on agent feedback on articles
A support agent has a detailed question about product functionality. The agent needs to access a real-time response from internal subject matter experts. Which feature will help the support agent send this question to the right group of people?
A. Mass Email
B. Chatter Groups
C. Public Groups
D. Escalation Rules
A new customer to Salesforce is considering implementing a customer portal. The customer has millions of users and plans to evaluate a high-volume customer portal. What is a key consideration when configuring a customer portal?
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
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