CRT-261 exam

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 answersA . customer satisfaction SurveyB . Customer Purchase HistoryC . Customer Support RequestsD . Net promoter ScoreE . Service Level AgreementView AnswerAnswer: A, B,...

Universal Containers is considering a Knowledge-Centered Support (KCS) implementation. Which three benefits can be expected from KCS adoption? Choose 3 answersA . Increased call deflectionB . Increased call routing accuracyC . Reduced issue resolution timeD . Reduced support channelsE . Optimized use of resourcesView AnswerAnswer: C, D, E

How should a Consultant provide Suggested Article functionality to Lightning Service Console users?A . Add the Knowledge Component to the Service Console.B . Add the Knowledge tab to the Console app.C . Create email templates with Knowledge Articles attached.D . Add the Suggested Article widget to the Case page layout.View...

When Service Reps view a Case, they often need to see the Case History of other Cases for that same Account. How should a Consultant configure the Lighting Service Console to support this requirement?A . Account tabs and Cases tabB . Case tabs with Account subtabsC . Account tab with...

Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Which feature should the Consultant consider?A . Omni-ChannelB . EntitlementsC . Case EscalationD . Case MilestonesView AnswerAnswer: B

Cloud Kicks (CK) provides customized support based on product line and plans to expand from voice-only support Support agents are certified on one or more specific product lines. CK would like to provide support through chat, social, email, video, and web and are striving for a consistent customer experience. Agents...

A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness? Choose 2 answersA . Knowledge search query with no results.B . Knowledge articles with the lowest rating.C . Number of knowledge articles in...

Which three are characteristics of Visual Workflow? Choose 3 answersA . Apex code must be used to update fields in the database.B . Elements can be used to pass data to legacy systems.C . Apex code must be used to pass data to legacy systems.D . Only one version of...

Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness?A . Contact Salesforce to send a report on article efficacy.B . Send out a monthly survey to customers...

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center. What functionality should a consultant recommend to satisfy the UC's need?A . omni ChannelB . Contact RequestC . Field ServiceD . Mobile ConnectView AnswerAnswer: C