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CRT-261 PDF DEMO:
QUESTION NO: 1
What are two basic concepts of Knowledge-Centered Support (KCS)? Choose 2 answers
A. Creating content as a result of solving issues
B. Evolving content-based product lifecycles
C. Rewarding learning, collaboration, sharing and improving.
D. Developing a knowledge base on the experience of an individual
Answer: A,C
QUESTION NO: 2
UC is concerned with system performance in its contact center because the number of records has exceeded 40 million. What platform functionality might be affected by the number of contact records?
A. Contact report run time
B. Contact related list load time
C. Contact view page load time
D. Contact list view edit time
Answer: A
QUESTION NO: 3
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
* Billing problems account for less than 5% of calls.
* Billing data is stored in an external system containing over 20 million records.
* Agents do not want to maintain separate login sessions for Salesforce and the billing system.
Which two solutions should a consultant recommend? Choose 2 answers
A. Use Lightning Connect to connect and access data in real-time from the billing system.
B. Create a custom tab of type URL that displays a search page from the billing system.
C. Import payment data into Salesforce and add to the contact page layout as a related list.
D. Create a Visualforce page that retrieves payment information via a Web Service call-out.
Answer: B,D
QUESTION NO: 4
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
A. Net promoter Score
B. Customer Purchase History
C. Customer Support Requests
D. Service Level Agreement
E. customer satisfaction Survey
Answer: A,B,E
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
這樣可以節約考生的時間和金錢，大多數的考生都選擇這樣的方式來獲得Salesforce Plat-Admn-301認證，并節省了很多的時間和努力。 VMware 2V0-17.25 - 那麼，為了通過這個考試你是怎麼進行準備的呢？是死命地學習與考試相關的知識呢，還是使用了高效率的學習資料呢？ 獲得Cloud Security Alliance CCSK認證已經成為大多數IT員工獲得更好工作的一種選擇，然而，許多考生一直在努力嘗試卻失敗了。 相對于考生尋找工作而言，一張SAP C-CPI-2506認證可以倍受企業青睞，為您帶來更好的工作機會。 Microsoft DP-300 - 我們的Goldmile-Infobiz提供的產品可以100%保證你通過考試，而且還會為你提供一年的免費的更新服務。
Updated: May 28, 2022