UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.
A. Implement Service Cloud console to support agents
B. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
A. Contact list view edit time
B. Contact report run time
C. Contact view page load time
D. Contact related list load time
What is a common deflection technique to reduce the number of interactions for a contact center? Choose 2 answers.
A. Recommend articles during a call for a support agent
B. Suggest articles for a web-to-case question
C. Suggest articles for an email-to-case question
D. Recommend articles prior to a Live Agent session
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
A. Activate Knowledge One within the Salesforce Console for Service.
B. Create a Knowledge Visualforce component on the case detail page.
C. Activate Knowledge One on the case detail page.
D. Create a Knowledge Visualforce component within the Salesforce Console for Service.
UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?
A. Create a case report to show all cases across tiers filtered by an escalation flag.
B. Create an approval process to ensure only the appropriate cases get escalated.
C. Create a case report to show the number of cases for each tier and sort them by case owner.
D. Create a custom trigger to generate history when cases get escalated between tiers.
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers
A. Optimize queries to reduce the scope of Cases included with each search.
B. Create a data retention plan that archives or purges Cases at regular intervals.
C. Ask contact center managers to review data each quarter to possibly delete.
D. Write an Apex trigger that deletes one case each time a new case is created.
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
B. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
C. Set up analytical snapshots to capture key case information and create historical trending reports.
D. Set up a Salesforce Customer Community that will allow customers to create cases online.
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers
A. All open Cases by Priority
B. All open cases by Channel
C. All Cases closed Month-to-date
D. Case resolution time
E. All Cases by Customer
Which three processes are uses case for Visual Workflow? Choose 3 answers
A. Cross-sell promotions for agents
B. Decision-based troubleshooting for agents
C. Assignment of email to a case queue based on subject
D. Caller verification and creation of a new case
E. Field validation during case creation
Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?
A. Create a custom list view for cases, contacts, and orders and pin them to the side bar.
B. Enable the "Access Recent Items" user permission on the user profiles.
C. Enable the "History" component within the Salesforce Console for Service.
D. Embed a "Recent Items" Visualforce component into the Salesforce Console for Service.
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