The Salesforce CRT-261 Questions & Practice Test are Available On-Demand
Valid CRT-261 Exam Dumps Ensure you a HIGH SCORE
NEW QUESTION 44
Universal Containers has created Permission Sets granting access to objects and fields in one of its sandboxes.
How should a consultant deploy these Permission Sets to Production?
- A. Manually re-create the Permission Sets
- B. Publish a Managed Package
- C. Use a Change Set
- D. Create an Unmanaged Package
Answer: C
NEW QUESTION 45
Which metric influences customer satisfaction? Choose 2 answers
- A. Call quality
- B. Cost per call
- C. After call work
- D. First call resolution
Answer: A,D
NEW QUESTION 46
Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?
- A. Use the routing queues provided with Salesforce for Twitter and Facebook
- B. Enable social profile and add workflow rules to the contact object
- C. Use Twitter-to-Case and add workflow rules to the case object
- D. Enable social profile and add assignment rules to the case object
Answer: D
NEW QUESTION 47
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. Measure & reward agents based on the # of new articles approved for publication
- B. Measure & reward agents based on the # of new articles submitted for approval
- C. Create a dashboard for articles submitted by agents & approved for publication
- D. Require agents to check a box on case when submitting a new suggested article
Answer: B,C
NEW QUESTION 48
Universal Containers wants to display a list of open cases, data form an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement?
- A. Configure the agent console and display the articles, case view, and external system custom object
- B. Configure the Salesforce Console for Service, add Visualforce components, and activate the Knowledge sidebar.
- C. Create a custom Visualforce page to display case list view, external system, and knowledge articles
- D. Configure the Salesforce Console for Service, integrate the external system, and enable Knowledge
Answer: B
NEW QUESTION 49
Which two areas can an Administrator make Open CTI features available to users when building a Lighting App using the App Manager? Choose 2 answers
- A. On a utility bar of the Lightning App
- B. On a record Highlights Panel
- C. On the Calendar right hand panel
- D. On a record Activity Feed list
Answer: D
NEW QUESTION 50
KCS (knowledge centered support) what is it? Choose 2 Answers
- A. Standard for managing customer support and delivery
- B. Method for social media management
- C. Share knowledge with the business partners
- D. Process for creating and maintaining knowledge
Answer: C,D
NEW QUESTION 51
Universal Containers would like to provide their contact center agents with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the solution?
- A. An outbound message to a middleware platform to provide map details
- B. A mashup integration on the Account page to a third-party mapping service
- C. A custom tab of type URL that displays a map image of customer location
- D. A Web Service call-out that retrieves map details from the backend system
Answer: B
NEW QUESTION 52
Which application will allow a client to enable Ideas on a public website?
- A. Sites
- B. Self-service portal
- C. Partner portal
- D. Customer portal
Answer: A
NEW QUESTION 53
Which case submission process leverages Apex email services?
- A. Email-to-Case
- B. Case submitted using chat
- C. On-demand Email-to-Case
- D. Web-to-Case
Answer: C
NEW QUESTION 54
The Service Manager at Universal Containers wants to improve the adoption of public Knowledge Articles and has decided to review published articles that have NOT been updated in the last 90 days, so that out-of-date articles can be refreshed. Which solution will allow the Service Manager to see the articles that need to be reviewed?
- A. Create a custom report for Knowledge Articles that filters the results based on publication status and last modified date.
- B. Create a custom list view for Knowledge Articles that filters the results based on publication status and last modified date.
- C. Provide the Service Manager with edit permissions to the standard Knowledge Article reports.
- D. Provide the Service Manager with edit permissions to the standard Knowledge Article views.
Answer: A
NEW QUESTION 55
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
- A. Create a report using the Case Lifecycle report type.
- B. Create a report using the Case Age report type.
- C. Create a report using the Case Historical Trending report type.
- D. Create a report using the Case Snapshot report type.
Answer: A
NEW QUESTION 56
The Universal Containers' customer support organization has implemented 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.
Which two should the company do to address this situation? Choose 2 answers
- A. Measure and reward agents based on the number of new articles submitted for approval.
- B. Measure and reward agents based on the number of new articles approved for publication.
- C. Create a dashboard that includes articles submitted by agents and approved for publication.
- D. Require agents to check a box on the case when submitting a new suggested article.
Answer: A,C
NEW QUESTION 57
Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?
- A. Order Fulfillment
- B. Marketing
- C. Enterprise Resource Planning (ERP)
- D. Telephony
Answer: A
NEW QUESTION 58
To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page.
How should a consultant configure this requirement?
- A. Add the Knowledge Component to the Case record page.
- B. Add Knowledge Data Categories to each Case.
- C. Add the Knowledge related list to the Case record page.
- D. Add the Knowledge tab to the Service Console.
Answer: A
NEW QUESTION 59
Which task should be included in a business continuity plan for a contact center? Choose 3 answers.
- A. Route cases to agents in an alternate center.
- B. Disable the Interactive Voice Response (IVR) system.
- C. Monitor service level agreements (SLAs) and notify customers.
- D. Deliver training on case handling for contingent staff.
- E. Update the case status field values.
Answer: A,C,D
NEW QUESTION 60
Universal Containers is implementing Salesforce Knowledge for call center agents. The company needs to ensure that agents can contribute to the knowledge base to promote adoption. Which functionality supports these requirements?
- A. Add the Submit Feedback button on the Solutions tab.
- B. Add the Submit Feedback button to articles.
- C. Require agents to create Knowledge articles when opening a case.
- D. Allow agents to create Knowledge articles when closing a case.
Answer: D
NEW QUESTION 61
Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)
- A. Is available for users in the partner portal
- B. Indicates when records and lists are changed by others
- C. Allows Chatter Messenger to be used between agents
- D. Displays records and their related items as tabs on one screen
Answer: C,D
NEW QUESTION 62
Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?
- A. Add the Live Agent Component to the Utility bar.
- B. Configure the SOS snap-in for the Lightning Service Console.
- C. Configure Live Agent Supervisor tab and Whisper Messages.
- D. Configure Omni-Channel Supervisor tab and 3rd party access.
Answer: C
NEW QUESTION 63
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Customize the pre-chat form.
- B. Configure lightning guided engagement.
- C. Configure a chat validation rule.
- D. Customize the lightning console that page.
Answer: A
NEW QUESTION 64
......
CRT-261 Exam Practice Questions prepared by Salesforce Professionals: https://www.certkingdompdf.com/CRT-261-latest-certkingdom-dumps.html
Pass CRT-261 Exam with Latest Questions: https://drive.google.com/open?id=1Jo1kCkYRjKOSvHEQlmhvL2s-RDhFNQuO