Free CRT-261 Braindumps Download Updated on Mar 04, 2023 with 152 Questions
Salesforce CRT-261 Exam Practice Test Questions
NEW QUESTION 85
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?
- A. Entitlement processes, contracts, contract line Items, and entitlements
- B. Entitlement processes, contracts, milestones, and milestone actions
- C. Entitlement processes, milestones, milestone actions, and entitlements
- D. Entitlement processes, contract line items, milestones, and entitlements
Answer: C
NEW QUESTION 86
A Service Representative transfers a Live Agent Chat to another Representative. Which two things will happen? Choose 2 answers
- A. The Chat Transcript and Case are transferred.
- B. The Customer is shown the new Representative's Name
- C. The Customer does not know they were transferred.
- D. Both Service Reps can chat with the Customer.
Answer: A,B
NEW QUESTION 87
Universal Containers is exploring ways to provide its customers with more self-service options in its new Customer Community to reduce the number of interactions with their contact center. Which two features should a Consultant consider implementing? Choose 2 answers
- A. Enable Live Agent in their community to chat with an agent.
- B. Enable web -to -case on their public website.
- C. Use a community template to set up their customer community.
- D. Add the Question action to Chatter in the community publisher.
Answer: C,D
NEW QUESTION 88
Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?
- A. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
- B. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.
- C. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
- D. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
Answer: B
NEW QUESTION 89
Universal Container's customers like speaking to a live support agent on complex product issues. This causes a heavy amount of phone calls and customers complain about the hold time.
What functionality should the consultant recommend implementing to resolve this issue?
- A. Contact Requests
- B. Embedded Chat Window
- C. Open CT1
- D. Social Customer Service
Answer: B
NEW QUESTION 90
The VP of Service at Universal Containers is looking for ways to reduce contact center costs.
Which two metrics should the Consultant recommend?
Choose 2 answers
- A. Average Handle Time
- B. Time to Answer
- C. Service-Level Agreements
- D. First Call Resolution
Answer: A,D
NEW QUESTION 91
A contact center was unable to assign cases by case type before service was implemented, the director support needs to know which metrics to examine to determine whether the newly set up assignment rules are assigning a similar number of cases to each agent. Which metric should be recommended? Choose 2 answers
- A. Number of cases created sorted by order
- B. Number of solutions created per agent
- C. Number of cases by type by owner
- D. Number of cases in each status
Answer: A,C
NEW QUESTION 92
Support engineers need to see a complete chronological list of field edits to a case, associated emails, case comments, and field edits to related objects in a single view while working on a case. How should this requirement be met?
- A. Create a custom Visualforce page.
- B. Create a custom view on the Case tab.
- C. Create a custom report.
- D. Create a custom related list on the case.
Answer: A
NEW QUESTION 93
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
- A. Set up Milestones.
- B. Create an Entitlement Process.
- C. Configure Service Contracts.
- D. Enable Work Orders.
Answer: A,B
NEW QUESTION 94
Cloud Kicks (CK) has created hundreds of Knowledge articles about its products. The articles have been attached to dosed cases. A new product release will require changes to dozens of articles. After revising the articles, CK wants to see that a prior article version was associated with the closed cases.
What is the recommended method to meet the requirements?
- A. Enable Knowledge User for Service Agents.
- B. Use the Clone option to create a new article.
- C. Select Flag as new version' checkbox when publishing.
- D. Use Smart Link to Article to select the prior version.
Answer: D
NEW QUESTION 95
Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?
- A. Configure Visual Flows on Salesforce mobile.
- B. Implement Field Service Lightning.
- C. Develop and publish a knowledge management system
- D. Integrate with an enterprise resource planning system.
Answer: D
NEW QUESTION 96
Universal containers contact center is experiencing increased call volumes due to a growing product portfolio.What is the recommended strategy to allow the contact center to handle the increased customer inquiries more efficiently? (choose 1 answer)
- A. Make contact center representatives accessible 24/7 to distribute the call volume.
- B. Redirect users from the company site to social media forums about the products.
- C. Make knowledge base articles and community answers accessible on its website.
- D. Hire contact center representatives that specialize in each of the product categories.
Answer: C
NEW QUESTION 97
Universal Containers (UC) plans to implement Salesforce Knowledge for its U.S. Call Center to assist agents in providing customer support.
Which three options should UC consider when planning its implementation?
Choose three answers
- A. What types of information they need to publish.
- B. Where call center support agents are located.
- C. When the knowledge maintenance window is available.
- D. Who can approve and manage the information published.
- E. How information should be categorized.
Answer: A,D,E
NEW QUESTION 98
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
Answer: A
NEW QUESTION 99
Using Import Wizard, how many Asset records can you import at a time?
- A. 50,000
- B. 0
- C. 1
- D. 100,000
- E. You cannot import Assets via Import Wizard
Answer: E
NEW QUESTION 100
What process is a use case for Visual workflow? Choose 3 answers
- A. Cross-self promotions for representatives
- B. Caller verification and creation of a new case
- C. Decision-based troubleshooting for representatives
- D. Assignment of email to a case queue based on subject
- E. Field validation during case creation
Answer: B,C,E
NEW QUESTION 101
Milestones can be added to which three Object types? Choose 3 answers
- A. Case
- B. Service
- C. Work Order
- D. Account
- E. Entitlement
Answer: A,C,E
NEW QUESTION 102
What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)
- A. Replaces the need for an email channel
- B. Eliminates tracking of customer entitlements
- C. Uncovers gaps in the knowledge base
- D. Reduces incoming call volume
Answer: C,D
NEW QUESTION 103
Universal Containers wants to deploy Live Agent as a new support channel, and wants its Support Agents to be able to respond to chats quickly.
Which two features should a Consultant recommend? Choose 2 answers
- A. Configure LiveMessage
- B. Create quick actions
- C. Activate quick test
- D. Deploy Pre-Chat form
Answer: C,D
NEW QUESTION 104
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
- A. The Customer is shown the new Rep's name
- B. The Customer doesn't know they were transferred
- C. The chat transcripts and case are transferred
- D. Both Service Reps can chat with the customer
Answer: A,C
NEW QUESTION 105
A team of publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2)
- A. Report on agent feedback on articles
- B. Report on the articles attached in cases.
- C. Report on articles followed in Chatter.
- D. Report on agent ratings on articles
Answer: B,D
NEW QUESTION 106
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