Real CRT-261 are Uploaded by BraindumpsPass provide 2023 Latest CRT-261 Practice Tests Dumps [Q38-Q55]

QUESTION 38
Universal Containers wants to implement Omni Channel within Service Cloud for its representatives. What is the first step required to configure Omni Channel?

QUESTION 39
A Knowledge administrator has created an article for a promotion that starts at the beginning of the following month. How would the administrator ensure the article is available on the first of the month?

QUESTION 40
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers

QUESTION 41
The Universal Container’s customer support organization has implemented knowledge, knowledge centered support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should. What could the company do to address this situation? (choose 2)

QUESTION 42
Universal Containers needs to customize Salesforce to improve its Support Agents’ experience so they can work more efficiently.
Which two features requires Service Cloud?

QUESTION 43
A company frequently has issues with customers that need complex, hands-on technical support with high-priority issues in difficult-to-visit locales.
What should be recommended for reliable, real-time support to customers with these restrictions?

QUESTION 44
Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

QUESTION 45
A company wants to publish knowledge articles to its customer community. The articles should be organized for easy navigation by community members.
What should a consultant recommend?

QUESTION 46
Customer Community to provide customers with a self-service option for support. Which two capabilities can the Customer Community provide to Universal Containers’ customers? Choose 2 answers

QUESTION 47
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

QUESTION 48
Universal containers has implemented salesforce service cloud with the goal of reducing the number of escalated case for contact center. What metric should a contact center manager use to analyze this?

QUESTION 49
Which solution can be used to improve call deflection?

QUESTION 50
Universal Containers has four internal divisions that use Salesforce Knowledge. Compliance requirements mandate that each division should only have access to its own articles when performing a search. Which solution should a consultant recommend to meet this requirement?

QUESTION 51
Which configuration item must be created when implementing Lightning Knowledge?

QUESTION 52
Universal Containers wants to ensure the contracted service level requirements for its clients are being met. What should be configured to meet this requirement?

QUESTION 53
The Universal Containers’ customer support organization has implemented Knowledge Centered Support (KCS) in its call center. However, the call center management thinks that agents are not contributing new knowledge articles as often as they should.
Which two should the company do to address this situation? Choose 2 answers

QUESTION 54
What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

QUESTION 55
A consultant has been hired to integrate a client’s phone system with the Salesforce Service Console. What are two key considerations for this integration? Choose 2 answers