Salesforce CRT-261 Quiz 19 Topic 13 Questions 91-95

Question: 1

Universal Containers will be launching a telesales contact center. What should be considered in the design? Choose 2 answers.

AIntegration with Field service teams and apps

BStrategies to maximize call deflection

CPerformance for high volume of interactions

DIntegration with Lead Generation team and apps

Show Answer

Question: 2

Universal Containers is using the Service Cloud Console for managing cases. They would like to add the Salesforce SoftPhone to enable click-to-dial capability. What needs to be configured for the SoftPhone to work in Salesforce?; Choose 3 answers

AAssign the Salesforce users to the Call Center.

BInstall an adapter from AppExchange to work with third-party CTI systems

CUse Apex to create an adapter to work with third-party CTI systems

DCreate a SoftPhone layout and assign to user profiles

EAssign the Salesforce CTI license to Salesforce users

Show Answer

Question: 3

Which capabilities of the console can the company use to help improve its contact center performance? (Choose 2)

AAllows Chatter Messenger to be used between agents

BDisplays records and their related items as tabs on one screen

CIs available for users in the partner portal

DIndicates when records and lists are changed by others

Show Answer

Question: 4

Universal Containers is experiencing system timeouts when running case reports. What should a consultant recommend to improve the performance of the reports? Choose 2 answers.

ARemove formula fields from filter criteria.

BRemove unnecessary columns from the reports.

CRemove date boundaries from filter criteria.

DRemove dashboards based on long-running reports.

Show Answer

Question: 5

A contact center agent wants to leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. What is the recommended solution to increase the involvement of SMEs and track the case to completion in Chatter?

Salesforce CRT-261 Quiz:19 Topic:13 Questions:91-95