This page was exported from Free valid test braindumps [ http://free.validbraindumps.com ] Export date:Sun Apr 6 8:15:16 2025 / +0000 GMT ___________________________________________________ Title: Get 2023 Updated Free Salesforce CRT-261 Exam Questions & Answer [Q19-Q38] --------------------------------------------------- Get 2023 Updated Free Salesforce CRT-261 Exam Questions and Answer CRT-261 Dumps PDF and Test Engine Exam Questions NO.19 Universal containers is trying to reduce the amount of time support agents spend creating cases. The new method case creation must allow for 4000 – 5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.Which method should the consultant suggest?  On-Demand Email-to-case  Standard email to case  Web to case forms  Omni channel routing NO.20 Which feature should a consultant recommend to allow a tier 2 service representative to take over case processing from tier 1 and know how far tier l had progressed in troubleshooting?  Lighining Row Component  Lightning Guided Engagement  Service Console Macros  Path for Cases NO.21 Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.Which method should the Consultant suggest?  Omni-Channel routing  Standard Email-to-Case  Web-to-Case forms  On-Demand Email-to-Case NO.22 Which two capabilities of Lightning Knowledge ensure accurate content in Articles? Choose 2 answers  Approval Process that assigns an Article to a Reviewer Queue.  Knowledge Action to Publish an Article once the Article is approved.  Validation Rules for article record types to verify all fields during creation.  Data Category to assign an article record type to a Reviewer. NO.23 In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers  Use Visualforce to create a wizard for each process  Organize the fields on the page layout to match each process  Use Visual Workflow to streamline the process  Create a custom object for each step in the process NO.24 Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?  Change Sets  Mass Transfer Records  Data Import Wizard  Data Loader NO.25 Universal Containers wants customers to have the ability to log cases with structured data and route based on Urgency and Product Line.How should a Consultant accomplish this?  Standard Email-to-Case with assignment rules  Lightning Email with web routing prioritization  Omni-Channel with prioritized queues  Standard Web-to-Case with assignment rules NO.26 the support manager at universal containers wants to see monthly historical metrics for first call resolution by call center and agent. Which reporting should consultant recommend  DynamicDahsbaord by Call Center  Reporting Snapshots by call center  Report Subscriptions by call center  Case report grouped by call center NO.27 Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?  Omni-Channel  Entitlements  Case Escalation  Case Milestones NO.28 Universal Containers allows Agents to work remotely using a company -provided laptop, but does NOT control the quality of their internet service. Agents must be able to use live agent functionality remotely. Which two options should a Consultant recommend to ensure Agents can efficiently use this functionality? Choose 2 answers  Ensure each laptop has a modern browser installed.  Coach users on minimizing open console tabs.  Allow the user to log into Live Agent from multiple browsers.  Add additional components to the Lightning console. NO.29 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?  Use case auto-response rules to send an email to support managers within one hour of case creation.  Assign cases to queues and use escalation rules to escalate cases that have NOT been accepted by an agent within one hour.  Create a workflow rule to send an email to support managers when a case is created and assigned to a queue.  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. NO.30 A Contact Center Manager is implementing a new customer care program and wants to specifically measure customer loyalty.Which three measures satisfy this requirement? Choose 3 answers  customer satisfaction Survey  Customer Purchase History  Customer Support Requests  Net promoter Score  Service Level Agreement NO.31 When designing a Case management solution to increase agent productivity, which Service Cloud features should you consider first? Choose 2 answers.  Case queues  Case custom reports  Case assignment rules  Case dashboards NO.32 Which case submission process leverages Apex email services?  Web-to-Case  Email-to-Case  On-demand Email-to-Case  Case submitted using chat NO.33 An Inside Sales Contact Center Manager would like to access the ROI of the Contact Center.Which three metrics should the Manager use to access 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.34 Universal Containers wants to implement best practices for its customer support teams and has decided to follow a Knowledge -Centered Support (KCS) methodology.Which two benefits can be expected from KCS adoption?Choose 2 answers  A knowledge article life cycle that is implemented correctly the first time and does not need to change  A knowledge article life cycle that evolves based on usage and demand  Reduced issue resolution time  Reduced first contact resolution NO.35 From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)  They are members of that Queue  They have a Contact Manager Profile  If the OWD for sharing cases is Public Read/Write/Transfer  They are higher in the Role Hierarchy than a Queue Member  All of the above NO.36 One business unit at Universal Containers has been using Service Cloud for several years. While migrating another business unit to the platform, a System Administrator incorrectly imported 200,000 case records, which created significant data corruption of existing records. The most recent data backup available is more than 90 days old. Which option should the Consultant recommend?  Restore the data using the available backup.  Log a Data Recovery case with Salesforce Support.  Use Data Loader to delete the corrupt data.  Manually update the corrupt data to correct it. NO.37 A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.What should be recommended for reliable, real-time support to customers with these restrictions?  Customer Community  Field Service Lightning  SOS Video Chat  Salesforce Knowledge NO.38 What is a recommended way to migrate data from an external system while ensuring that the data adheres to data quality rules established for the Salesforce org?  Cleanse the data outside of Satesfbrce and then migrate the data.  Use the Salesforce data loader to load and cleanse the data.  Use the Salesforce import wizard to load and cleanse the data.  Upload the data into Salesforce and then run data cleansing tools.  Loading … Verified CRT-261 exam dumps Q&As with Correct 152 Questions and Answers: https://www.validbraindumps.com/CRT-261-exam-prep.html --------------------------------------------------- Images: https://free.validbraindumps.com/wp-content/plugins/watu/loading.gif https://free.validbraindumps.com/wp-content/plugins/watu/loading.gif --------------------------------------------------- --------------------------------------------------- Post date: 2023-04-07 13:17:26 Post date GMT: 2023-04-07 13:17:26 Post modified date: 2023-04-07 13:17:26 Post modified date GMT: 2023-04-07 13:17:26