CRT-261 exam

The Vice President (VP) of Customer Support for Universal Containers has issued a mission statement that "We will empower our customers to interact with us in the way of their choosing." Universal Containers has recently deployed a new toll-free interactive voice response (IVR) system and knowledgebase. The VP has asked...

Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. What feature should a consultant recommend to meet this requirement?A . Web-to-CaseB . Embedded Chat ServiceC . Customer CommunityD . Case Assignment RulesView AnswerAnswer: B

Universal Containers wants to unify channels and manage agent workload with Omni-Channel routing. What required step Should a consultant address before configuring Omni Channel?A . Customize service channel settings to define how the organization receives work from variousB . Create a Salesforce Case to have Omni-Channel enabled.C . Create the...

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue. Which two solutions should a Consultant recommend to correct this problem? Choose 2 answersA . Create a...

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 answersA . CTI Adapter configurationB . Lightning Console enablementC . Call Center Definition File creationD . Service Console case creation configurationView AnswerAnswer: A, C

Cloud Kicks (CK) provides support 24 hours a day, 7 days a week. CK contracts with an external third-party help desk to provide support outside of normal business hours. The external service agents and external support managers use Experience Cloud to create cases. External support managers need to view and...

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?A . Create separate data category groups for each division and assign the...

To help Service Agents more accurately respond to Cases, Universal Containers want a list of relevant Articles displayed on the Case record page. How should a consultant configure this requirement?A . Add the Knowledge related list to the Case record page.B . Add the Knowledge tab to the Service Console.C...

Metrics show that Universal Containers has a high call abandonment rate. Which two strategies should a consultant recommend? Choose 2 answersA . Simplify the interactive voice response (IVR) tree.B . Set up Email-to-Case.C . Use Assignment rules and case queues.D . Add additional agents to lower average hold time.View AnswerAnswer:...

Universal Containers wants to implement a customer service site. The goal of the site is to enable community members to access, create, and manage cases online. How should the consultant implement these requirements?A . Change the org-wide default for cases and contacts internal access to private.B . Update the case...