Salesforce CRT-261 Quiz 44 Topic 6 Questions 216-220

Question: 1

Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?

AEnable the case survey object for the customer portal

BUtilize an AppExchange package to handle customer surveys

CCreate a validation rule for case survey email templates

DModify the user interface settings for the case survey sidebar

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Question: 2

Universal Containers' contact center manager needs to measure the following metrics:

* Agent productivity

* Customer satisfaction

Which report should a consultant recommend? (Choose 2)

AAverage handle time

BFirst contact resolution

CAverage speed to answer

DEscalation rate

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Question: 3

Universal Health Service is setting up Knowledge in its contact center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required fort he implementation? Choose 3 answers

ACreate multiple CSV files, one for each article type

BCreate HTML files referencing image to be uploaded

CMatch each new article to an existing article type

DCreate a single CSV file, including all article types

ELoad all articles with the Apex data loader tool

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Question: 4

Universal Health supports medical kits that have been distributed to thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud?

AEnable the self-service portal to generate logins for the hospital staff by region.

BUse Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules.

CDesign a custom object to track credit requests and route them regionally using assignment rules

DUse cases to track the credit requests and route than to regional teams using assignment rules

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Question: 5

Universal Telco sells and supports a line of smart phones. The company offers support via phone, email-to-case, web-to-case, and a customer portal. The call center manager is incented to drive support through customer self-service. Which report should be included on the manager's dashboard? Choose 3 answers

ANumber of Portal Logins per Day

BKnowledge Article Usage

CAverage Call Handle Time

DCases by Support Channels

EEscalated Calls

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Salesforce CRT-261 Quiz:44 Topic:6 Questions:216-220