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CRT-261 PDF DEMO:
QUESTION NO: 1
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a
Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Set up analytical snapshots to capture key case information and create historical trending reports.
B. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Answer: B,D
QUESTION NO: 2
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
A. Reduce the number of fields displayed
B. Restrict visibility of the views
C. Filter the views by case owner
D. Remove filter criteria from the views
Answer: A,C
QUESTION NO: 3
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
Answer: A
QUESTION NO: 4
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
A. verify that users have access to the Live Agent chat buttons.
B. Verify that users are assigned the Live Agent user profile.
C. Verify that users are assigned the Live Agent feature license.
D. Verify that users have access to the Live Agent public group.
Answer: B
QUESTION NO: 5
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working
12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
A. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
B. Set up IVR with an automated response for customers affected by the recall to defect calls.
C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
Answer: B
Salesforce EMC D-VXR-DS-00認證考試在競爭激烈的IT行業中越來越受歡迎，報名參加考試的人越來越多。 CIPS L4M5 - 有很多人因為沒有充分的時間準備考試從而放棄了參加IT認證考試。 Linux Foundation CKS - 相信你對我們的產品會很滿意的。 CompTIA N10-009 - 要通过考试是有些难，但是不用担心。 通過Linux Foundation CKS考試認證，如同通過其他世界知名認證，得到國際的承認及接受，Linux Foundation CKS考試認證也有其廣泛的IT認證，世界各地的人們都喜歡選擇Linux Foundation CKS考試認證，使自己的職業生涯更加強化與成功，在Goldmile-Infobiz，你可以選擇適合你學習能力的產品。
Updated: May 28, 2022