NEW CRT-261 TEST OBJECTIVES & CRT-261 TEST GUIDE

New CRT-261 Test Objectives & CRT-261 Test Guide

New CRT-261 Test Objectives & CRT-261 Test Guide

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Tags: New CRT-261 Test Objectives, CRT-261 Test Guide, Pdf CRT-261 Format, CRT-261 Valid Learning Materials, 100% CRT-261 Exam Coverage

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>> New CRT-261 Test Objectives <<

Salesforce CRT-261 Test Guide - Pdf CRT-261 Format

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Salesforce Certification Preparation for Service Cloud Consultant Sample Questions (Q53-Q58):

NEW QUESTION # 53
Universal Containers wants to implement a new web presence to support its customers. It has provided the following requirements:
* Ability for visitors to search Knowledge articles without registering or logging in
* Ability for over one million registered customers to securely submit cases and view the status of those cases
* Ability to display white papers to registered customers
* Ability for registered customers to save favorite Knowledge articles for easy access later What should the consultant recommend as part of the solution?

  • A. Implement Customer Communities with Content.
  • B. Implement Customer Communities with Knowledge.
  • C. Implement Partner Communities with Knowledge.
  • D. Implement Employee Communities with Content.

Answer: B


NEW QUESTION # 54
An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

  • A. Extend benefits to part-time agents
  • B. Mix telephony interactions with email and chat
  • C. Allow shift trading between agents
  • D. Provide additional training on tools and process

Answer: A,C


NEW QUESTION # 55
The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that
"We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked the management team to make additional system enhancements to fulfill this mission statement. Which three should the consultant recommend to achieve the mission statement? Choose 3 answers

  • A. Enable customers to be emailed FAQs by accessing the interactive voice response 24 hours per day.
  • B. Create a central "Contact Us" page which provides access to all available channels.
  • C. Replace the existing "Chat Now" button on the Customer Community with a toll- free phone number.
  • D. Enforce that customers must search the knowledgebase before they can see the Contact Us page.
  • E. Optimize the customer community for mobile devices to have access to the same support as desktops.

Answer: A,B,E

Explanation:
These three solutions will help achieve the mission statement of empowering customers to interact with Universal Containers in the way of their choosing. Creating a central "Contact Us" page will provide customers with a clear and easy way to find all the available channels of support, such as phone, email, web, chat, etc. Optimizing the customer community for mobile devices will ensure that customers can access the same support features on their smartphones or tablets as they can on their desktops. Enabling customers to be emailed FAQs by accessing the interactive voice response 24 hours per day will allow customers to get self- service support even when the call center is closed. Verified References: Create a Contact Us Page, [Optimize Your Community for Mobile Devices], [Send Email from Interactive Voice Response]


NEW QUESTION # 56
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?

  • A. Email-to-Case
  • B. On-Demand Email-to-Case
  • C. Salesforce for Outlook
  • D. Web-to-Case

Answer: B

Explanation:
Explanation
Standard Web-to-Case with assignment rules is a solution that can accomplish the requirement of allowing customers to log cases with structured data and route based on Urgency and Product Line. Web-to-Case enables customers to submit cases from a company's website using a web form that captures case information and creates a case record in Salesforce. Assignment rules can be used to automatically assign cases to queues or users based on criteria such as Urgency and Product Line. Verified References: :
https://help.salesforce.com/s/articleView?id=sf.knowledge_web_to_case_overview.htm&type=5 :
https://help.salesforce.com/s/articleView?id=sf.customize_caseassign.htm&type=5


NEW QUESTION # 57
Which advantage does Salesforce provide with the OpenCTI framework?

  • A. Agents can use telephony on a wide range of browsers and operating systems while only developing once.
  • B. Agents can run their softphone at the operating system level, embedded in the task bar or system tray.
  • C. Developers can Integrate with any telephony platform available with minimal need for customization.

Answer: A

Explanation:
Salesforce's OpenCTI (Computer Telephony Integration) framework offers the advantage of allowing agents to use telephony across various browsers and operating systems without the need for multiple developments. This cross-platform compatibility ensures a consistent user experience and simplifies telephony integration within Salesforce, enhancing efficiency and accessibility for service agents.


NEW QUESTION # 58
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