Which support channel requires the smallest amount of agent work time?
A. Web to case
B. Email to case
C. Web self service
D. Chat
Which step should a consultant take to import articles into Salesforce Knowledge? (Choose 2)
A. Map articles with HTML sections to rich text area fields
B. Use change sets to import data categories
C. Create a separate .csv for each article type
D. Use the data loader to import unstructured articles
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. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.
Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention
Universal Containers analyzes key performance indicators (KPIs) and discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to a low first- call resolution rate. What can be done to improve the first call resolution rate? Choose 2 answers.
A. Reduce the cost per call
B. Train support agents
C. Align agent performance goals with KPIs
D. Hire additional support agents
Universal Containers assigns its contact center agents to certain interaction channels and would like to
optimize the agents' desktop based on their assigned interaction channels.
What is the best solution?
A. Create multiple agent console applications and configure the Iayout based on the user's requirements.
B. Create multiple Salesforce Console for Service applications and configure them based on user's requirements.
C. Create case page layouts for each interaction channel and assign them to different agent profiles.
D. Create a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.
Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are
A. How should Knowledge be configured? Choose 2 answers.
B. Create three article types for each product area (Personal Banking, Mortgage, CD).
C. Create three data categories for each product area (Personal Banking, Mortgage, CD).
D. Create two data categories to display information (Question/Answer, Product Info).
E. Create two article types to display information (Question/Answer, Product Info).
Univeral Containers is designing a contact center that will store 20 million cases. Of those, 5 million will need to be accessed for reporting and search. Which approach will ensure best system performance? Choose 3 answers:
A. Custom indexes
B. Tiered data strategy
C. Record types
D. Divisions
E. Custom search
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
Agent users in Canada can only view articles pertaining to Canadian products. Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?
A. Create geography-based roles to restrict access using data categories
B. Create geography-based profiles to restrict access by mapping article types
C. Create geography-based profiles to restrict access using data categories
D. Create geography-based roles to restrict access by mapping article types
To manage the publishing lifecycle for articles in Salesforce Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective?
A. Assign article managers to public groups and specific article actions to each group.
B. Assign article managers to publication teams and specific article actions to each team.
C. Assign article managers to public groups and specific publication states to each group.
D. Assign article managers to publication teams and specific publication states to each team.
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