Salesforce CRT-261 Quiz 53 Topic 16 Questions 261-265

Question: 1

UC is creating an inbound customer support contact center to handle questions about using its products. What should be considered when designing the contact center?

AAutomatic call distributor and interactive voice response

BWorkforce management and customer satisfaction score

CAverage handling time and first call resolution time

DAgent skill-based routing and predictive dialer

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Question: 2

UC wants to reduce incoming support phone call volume. What action can be taken to meet this requirement? Choose 2 answers.

AImplement Service Cloud console to support agents

BLeverage Live Agent for web-based chat

CEnable service contracts and entitlements

DImplement Salesforce Knowledge on a portal

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Question: 3

Universal Containers' agents often need to access the same cases, contacts, and orders multiple times per day. What should a consultant recommend to meet this requirement?

ACreate a custom list view for cases, contacts, and orders and pin them to the side bar.

BEnable the 'Access Recent Items' user permission on the user profiles.

CEnable the 'History' component within the Salesforce Console for Service.

DEmbed a 'Recent Items' Visualforce component into the Salesforce Console for Service.

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Question: 4

Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

AOptimize queries to reduce the scope of Cases included with each search.

BCreate a data retention plan that archives or purges Cases at regular intervals.

CAsk contact center managers to review data each quarter to possibly delete.

DWrite an Apex trigger that deletes one case each time a new case is created.

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Question: 5

Universal Containers plans to migrate its existing knowledge base into Salesforce Knowledge.

Which three statements must be considered?

Choose three answers

AA separate .csv import file is uploaded for each data category

BAttachments and .html files must be referenced in a corresponding .zip file

CEach article must be associated to an article type

DOne .csv import file is uploaded for all article types

EA separate .csv import file is uploaded for each article type

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Salesforce CRT-261 Quiz:53 Topic:16 Questions:261-265