You're working on a sales presentation for your customer - universal paper, you might want to add the topic #universal paper in your status update. What does the hashtag do?
A. Returns a link that returns a post with the same reference
B. Tag another chatter user
C. Deletes posts
How is the hash mark (e.g., #salesforce) used in chatter?
A. Ties the Chatter message to a topic
B. Indicates a clickable URL hyperlink
C. Indicates the name of a group in which to place the Chatter message
D. Links the Chatter message to Twitter
Universal containers is in the process of setting up a business-to-business (b2b) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement?
A. Milestones
B. Assets
C. Service contracts
D. Cases
Universal containers wants to assign support agents to handle only specific interaction channels based on one of the following channel groupings a) Phone b) Phone and email c) Social media (facebook and twitter). What should a consultant recommend to accomplish this?
A. Create a service cloud console to support all channel groupings.
B. Create an agent profile for each channel grouping.
C. Create a unique case page layout for each channel grouping.
D. Create an agent role for each channel grouping.
Universal Containers implemented Salesforce Knowledge two months ago. Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers.
A. Create a report that display the # of articles searched during the past 2 months
B. Report displays # of articles associated to data categories during past 2 months
C. Report that displays # of cases with articles attached during the past 2 months
D. Report that displays # of new articles created during the past 2 months
What can universal containers do to reduce costs and immediately improve contact center agent productivity choose 2
A. Streamline the agent interface.
B. Enable templates for written responses.
C. Offer supports through Facebook and twitter.
D. Implement team productivity dashboards.
What is the capability of case feed?
A. Add custom visual force pages to the case feed page layout.
B. Enable call control using the CTI case feed publisher.
C. Embed case feed functionality within a visual force page.
D. Switch from case feed to standard detail pages using a console component
For which purpose should a contact center use visual workflow?
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
The Universal Container's customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)
A. Require agents to check a box on case when submitting a new suggested article
B. Create a dashboard for articles submitted by agents and approved for publication
C. Measure and reward agents based on the # of new articles submitted for approval
D. Measure and reward agents based on the # of new articles approved for publication
UC is in the process of implementing Service Cloud. In which order should the data be migrated?
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
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.