[2021] Valid CRT-261 test answers & Salesforce CRT-261 exam pdf
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Salesforce CRT-261 Exam Reference
NEW QUESTION 14
A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?
- A. Configure IVR routing to bypass Tier 1 for the product line.
- B. Create Knowledge Articles and publish internally and publicly.
- C. Create a dashboard to track and manage call volumes by type.
- D. Configure Omni-channel to assign cases directly to Tier 2.
Answer: B
NEW QUESTION 15
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers
- A. Cost per call
- B. Opportunities per channel
- C. Number of leads created
- D. Average queue time per agent
- E. Number of sales queues
Answer: A,B,C
NEW QUESTION 16
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Method for social media management
- B. Process for creating and maintaining knowledge
- C. Share knowledge with the business partners
- D. Standard for managing customer support and delivery
Answer: B,C
NEW QUESTION 17
Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?
- A. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.
- B. Enable the self-service portal to generate logins for the hospital staff by region.
- C. Design a custom object to track credit requests and route them regionally using assignment rules
- D. Use cases to track the credit requests and route than to regional teams using assignment rules
Answer: D
NEW QUESTION 18
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?
- A. Define topics for each knowledge article.
- B. Define article types with public sharing settings.
- C. Define data categories with custom visibility.
- D. Define a custom field to identify the subject.
Answer: B,C,D
NEW QUESTION 19
Universal Containers wants to create a process to verify that customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers.
- A. Ability to enforce service levels with the time-dependent processes
- B. Ability to determine if a customer has escalated a case in the past
- C. Ability to specify unique service levels for each customer
- D. Ability to prompt callers for the service contract number within IVR menus
Answer: C,D
NEW QUESTION 20
Open CTI allows Advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system What are the two common places to embed these call controls?
Choose 2 answers
- A. On the Highlights Panel of a Primary tab
- B. On a new tab in the agent's browser
- C. On the left sidebar of Salesforce Classic
- D. On the footer of the Lightning Console
Answer: C,D
NEW QUESTION 21
A company receives support requests through a variety of email addresses and web forms for different parts of the business.
Which feature combination will ensure that cases are efficiently handled by the most appropriate representatives?
- A. Escalation Rules, Queues, Public Groups, Live Agent
- B. Case Assignment Rules, Queues, Chatter Groups, Live Agent
- C. Case Assignment Rules, Queues, Public Groups, Omni-Channel
- D. Escalation Rules, Queues, Chatter Groups, Omni-Channel
Answer: C
NEW QUESTION 22
Universal Containers has a service level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within two hours of case creation. Which solution will help Universal Containers meet its SLA?
- A. Use case auto-response rules to send an email to support managers within one hour of case creation.
- B. Create a workflow rule to assign a task to all members of a queue if a case has NOT been accepted by an agent within one hour.
- C. Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.
- D. Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.
Answer: D
NEW QUESTION 23
Which solution should a consultant recommend?
- A. Create a visualforce page called knowledge sidebar on the case page layout.
- B. Enable the knowledge sidebar setting in the case support settings.
- C. Universal containers recently rolled out a lightning knowledge implementation; however, users are finding unreliable and unrelated knowledge articles displayed in the knowledge one widget in the salesforce console.
- D. Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.
- E. Enable the knowledge sidebar related list on the case page layout.
Answer: D
NEW QUESTION 24
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
Answer: B,D
NEW QUESTION 25
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?
Choose one answer
- A. Escalation rule
- B. Chatter groups
- C. Mass email
- D. Public groups
Answer: B
NEW QUESTION 26
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Case Feed
- C. The Social Feed
- D. A Custom Component
Answer: B
NEW QUESTION 27
A service manager has just configured chat at a company site. Now, the agents cannot see the chat footer components in the console.
Which configuration option should be verified?
- A. Verify that users are assigned the chat feature license.
- B. Verify that users have access to the chat public group.
- C. Verify that users are assigned the chat user profile.
- D. Verify that users have access to the chat buttons.
Answer: A
NEW QUESTION 28
The Universal Containers contact center offers support via email, the Internet, and a Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers
- A. Number of cases created using portal
- B. Number of cases closed by a self-service user
- C. Number of IVR inquiries without agent involvement
- D. Average call handle time by team
Answer: A,B
NEW QUESTION 29
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. Use a computer telephony integration (CTI) adapter that supports its telephony system.
- B. Implement an on demand telephony solution provided by a vendor.
- C. Create an API integration between Salesforce and the telephony system.
- D. Build a custom computer telephony integration (CTI) adapter using the Toolkit.
Answer: A
NEW QUESTION 30
Universal Containers purchased Knowledge and would like to implement it as soon as possible. What approach should a consultant recommend?
- A. Create a Knowledge Visualforce component on the case detail page.
- B. Create a Knowledge Visualforce component within the Salesforce Console for Service.
- C. Activate Knowledge One on the case detail page.
- D. Activate Knowledge One within the Salesforce Console for Service.
Answer: D
NEW QUESTION 31
Universal Containers plans to deploy Salesforce Service Console to its support team.
Which three steps should be considered in deployment?
Choose three answers
- A. Customize highlights panels for all objects.
- B. Customize case list views.
- C. Set up users and assign them to a queue.
- D. Assign users the Service Cloud User feature license.
- E. Set up interaction logs and assign them to user profiles.
Answer: A,D,E
NEW QUESTION 32
Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)
- A. Average speed to answer
- B. Average handle time
- C. First contact resolution
- D. Escalation rate
Answer: B,C
NEW QUESTION 33
Universal Containers wants to reduce incoming support phone call volumE. What action can be taken to meet this requirement? Choose 2 answers.
- A. Implement Salesforce Console for Service to support agents.
- B. Leverage Live Agent for web-based chat.
- C. Enable service contracts and entitlements.
- D. Implement Salesforce Knowledge on a portal.
Answer: B,D
NEW QUESTION 34
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