Free CRT-261 Exam Braindumps certification guide Q&A [Q80-Q96]

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Free CRT-261 Exam Braindumps certification guide Q&A

CRT-261 Certification Overview Latest CRT-261 PDF Dumps

NO.80 The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allow customers to contact agents through phone and chat.
Which solution should be implemented to support this?

Omni-Channel

Case Auto-Response Rules

Visual Workflow

Case Assignment Rules

NO.81 Which document should be created to support the initial planning phase of an implementation project? (Choose 2)

Requirements traceability matrix

Solution design document

Project milestones

Project kickoff presentation

NO.82 What are benefits of deploying Knowledge in a high volume Service Cloud portal? (Choose 2)

Replaces the need for an email channel

Eliminates tracking of customer entitlements

Uncovers gaps in the knowledge base

Reduces incoming call volume

NO.83 Which solution can be used to improve call deflection?

Knowledge base

Community forum

Assignment rules

Web chat

Case routing

NO.84 Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers. Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers

Service Console Knowledge Components

Service Console Profile Assignments

Data Categories and Article Actions

Data Categories and Article Types

NO.85 If a Case cannot be resolved after Tier 1 has performed their troubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

Enable Omni-Channel Case assignment

Define separate Record Types for Tier 1 and Tier 2

Implement Lightning Guided Engagement

Configure a Visual Flow Troubleshooting Action

NO.86 Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

Create multiple CSV files, one for each article type

Create HTML files referencing image to be uploaded

Match each new article to an existing article type

Create a single CSV file, including all article types

Load all articles with the Apex data loader tool

NO.87 Universal Containers has an active presence on Twitter and Facebook. Customers’ requests from these social media channels should be responded to by support agents.
What should a consultant recommend to meet this requirement?

Social Persona tor Twitter and Facebook.

Social Media Marketing message tagging.

Social Customer Service for Twitter and Facebook.

Einstein Bot social queues.

NO.88 A Company sells two products, each with its own maintenance schedule.
Which feature should a consultant recommend implementing to meet this requirement?

Lightning Service Console

An AppExchange Solution

Field Service Lightning

Customer Community

NO.89 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)

Only one inbound email address can be used for Email-to-Case

Follow-up emails and attachments related to a case are attached to the case

Assignment, escalation, and workflow rules are processed on inbound emails

Follow-up emails related to a case will update the case comments

NO.90 Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

Representing metrics such as first-response and resolution time on cases

Monitoring the case escalation rule queue to confirm service levels are met

Identifying the customer contact associated with a particular stage of a service contract

Displaying whether a case response complies with a customer’s service level agreement

NO.91 Universal Containers is migrating from Classic Knowledge to Lightning Knowledge using the Lightning Knowledge Migration Tool and noticed that none of the Article file attachments were migrated. How can a Consultant migrate the file attachments?

Upload the files as Documents, then relate them to the migrated Articles.

Use the Lightning Knowledge Migration Tool and choose ‘include files’.

Use the Files Related List on each article to add files to your articles.

Post the Files to the Chatter Feed on each Article.

NO.92 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

Average queue time per agent

Number of leads created

Opportunities per channel

Cost per call

Number of sales queues

NO.93 Which solution should a consultant recommend?

Enable the knowledge sidebar related list on the case page layout.

Create a visualforce page called knowledge sidebar on the case page layout.

Enable the knowledge sidebar setting in the case support settings.

Implement a salesforce console for service and enable the knowledge sidebar on the case page layout.

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.

NO.94 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?

Create an FAQ article type and configure the enable suggested articles option in support settings.

Create an FAQ article type and enable the submit articles feature on the case close page layout.

Define a data category called FAQ and assign category visibility to users in the contact centre role.

Enable ideas for contact center agents and have them submit FAQ articles at the time a case is closed.

NO.95 Which native Service Cloud solution is used for case satisfaction surveys?

Create a Web-to-case form with a custom case type of survey

Enable the case survey option on the case object

Enable the case survey auto-response rule

Check the survey option in the case settings

NO.96 Universal containers is looking for ways to provide more proactive support and to promote its brand on the internet with minimal investment. A consultant recommends installing the Social Customer Service Start Pack.
Which two feature should the consultant recommend as part of the deployment?

Select two Twitter or Facebook accounts.

Create and assign permission sets to give agents social account access.

Retrieve Social Studio credentials.

Enable the Moderation feature to automatically create cases from posts.

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