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CRT-261 Questions and Answers

Question # 6

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?

Choose 2 answers

A.

Knowledge search query with no results.

B.

Knowledge articles with the lowest rating.

C.

Number of knowledge articles in each data category.

D.

Knowledge articles created by call center agents.

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Question # 7

Universal Containers plans to deploy Salesforce Service Console to its support team.

Which three steps should be considered in deployment?

Choose three answers

A.

Customize highlights panels for all objects.

B.

Set up interaction logs and assign them to user profiles.

C.

Assign users the Service Cloud User feature license.

D.

Set up users and assign them to a queue.

E.

Customize case list views.

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Question # 8

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?

A.

Customer Community

B.

Field Service Lightning

C.

SOS Video Chat

D.

Salesforce Knowledge

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Question # 9

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.

Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers

A.

Create a case assignment rule to ensure cases are owned by a user when closed.

B.

Use a data tool to update the owner field on closed cases.

C.

Create a Process Builder and Flow to change the owner on closed cases.

D.

Create a case validation rule to ensure cases are owned by a user when closed.

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