Customer Support Agents are frustrated with how they interact with their current case management solution and have asked for a more streamlined way to manage and view cases. Which solution will improve productivity and allow the Agents to quickly create and view notes, log calls, update cases, and communicate with customers?
A. Configure the Case highlights panel
B. Add a Visualforce page to the Case layout
C. Create Salesforce Classic Quick Action
D. Configure Case Feed page layouts
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
C. Create a formula field on the case record to calculate percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?
A. Restore the data using the available backup.
B. Log a Data Recovery case with Salesforce Support.
C. Use Data Loader to delete the corrupt data.
D. Manually update the corrupt data to correct it.
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
A. Evolving content-based product lifecycles
B. Creating content as a result of solving issues
C. Rewarding learning, collaboration, sharing and improving.
D. Developing a knowledge base on the experience of an individual
Universal containers is implementing salesforce knowledge and immediately wants to begin building a repository of frequently asked questions(FAQ) encountered by contact center agents. How can this be accomplished?
A. Create an FAQ article type and configure the enable suggested articles option in support settings.
B. Create an FAQ article type and enable the submit articles feature on the case close page layout.
C. Define a data category called FAQ and assign category visibility to users in the contact centre role.
D. Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.
Universal Containers has activated Email-to-Case functionality to allow customers to correspond with support agents via email. Which options are available with Email-to-Case? (Choose 2)
A. Only one inbound email address can be used for Email-to-Case
B. Follow-up emails and attachments related to a case are attached to the case
C. Assignment, escalation, and workflow rules are processed on inbound emails
D. Follow-up emails related to a case will update the case comments
A case has not been closed even after 30 days, but those cases can be closed in 7 days. What should the consultant do to overcome this? choose 2 options
A. Use auto response rule to send an email
B. Use escalation rule to send an email
C. Supervisors to investigate those cases
D. Identify those cases and assign to the closure team
UC wants to implement a Knowledge management process with the following requirements: It must contain four different kinds of content: customer FAQs, product specifications, contact center procedures, and product manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products, or all 56 products. Any product-related content created by contact center agents must be approved by the contact center manager and the Knowledge manager before being published. Product content should only be visible internally to contact center agents who handle the product. How should a consultant recommend that Knowledge be configured? Choose 3 answers.
A. Configure workflow rules for each data category
B. Configure article types for each kind of content
C. Define approval processes for each article type
D. Define approval processes for each product
E. Configure data category values for each product
The Service Manager at Universal Containers is concerned that users will NOT be able to manage cases in the Service Console efficiently and reduce clicks. Which feature should a Consultant implement to address this concern?
A. Configure Macros
B. Multiple Monitors Components
C. Collapsible Sidebar Components
D. Console Keyboard Shortcuts
When support agents are working on a case, the support manager at universal containers wants the agents to see the case number, case subject, and case description in the case highlights panel. How can a Consultant implement the functionality with configuration?
A. Remove these fields from the page layout and add the components to the highlights panel.
B. Add these fields to the page layout and add the components to the highlights panel
C. Remove these fields from the page layout and add the fields to the highlights panel
D. Add the fields to the page layout and add the fields to the highlights panel.
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