A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A
A customer utilizes a high-volume Service Cloud portal for its Web customer support and is interested in
deploying a chat solution.
What should be the first step in configuration and customization?
A. Create user profiles or permission sets
B. Enable Chatter Messenger for the organization
C. Enable Live Agent for the organization
D. Create an iframe to display the chat window
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?
A. Create a task related to the article with a reminder set for the article start date.
B. Create a workflow rule to update the article status to Published on the article start date.
C. Set the article publish date to automatically display the article on the start datE.
D. Send an email reminder to update the article status to Published on the start date.
A customer is planning a Service Cloud implementation. The customer's current database has the following number of records: 10 million cases 1 million accounts 3 million contacts
When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2)
A. The Salesforce org may be slow during the data import
B. Related lists on the case object may be slow to populate
C. Salesforce reporting speed may be affected
D. Result may be slow when searching for records
A customer has a detailed question about product functionality. The customer would like access to expert customer subject-matter experts, and real-time access to company IT support experts. Which features will best help the customer? Choose 2 answers.
A. Mass email
B. Communities
C. Public groups
D. Salesforce Chat
A customer has recently implemented an on-premise telephony system that is common in the industry.
This customer purchased Salesforce licenses and is planning to integrate these two systems.
What option should a consultant recommend?
A. Implement an on demand telephony solution provided by a vendor.
B. Use a computer telephony integration (CTI) adapter that supports its telephony system.
C. Create an API integration between Salesforce and the telephony system.
D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
A contact center manager wants to measure the impact of a new customer care program. What can be used to measure an increase in customer satisfaction? Choose 2 answers.
A. Service level agreement
B. First call resolution
C. Average handle time
D. Customer satisfaction survey
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
A. Add the entitlements related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge. What should a consultant recommend to accomplish this requirement? (Choose 2)
A. Hide the Article Management tab for users who should have read-only access to articles.
B. Set the organization-wide default to private and create sharing rules for the FAQ article type
C. Enable the Manage Articles permission for the publisher profile and assign it to users
D. Create a publisher profile that includes create access on the FAQ article type.
A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?
A. Follow the SMEs to receive automatic updates when they add case comments
B. Bookmark all the comments related to the issue from SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. @mention the SMEs on the case Chatter feed and follow the case
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