CRT-261 Online Practice Questions and Answers

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

A. Enable Omni Channel in Setup.

B. Assign Users to the Omni Channel Feature License.

C. Assign Users to Omni Channel permissions.

D. Contact Salesforce to have Omni Channel enabled.

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support. Which action should be taken to reduce the call volumes and escalations?

A. Create Knowledge Articles and publish internally and publicly.

B. Configure IVR routing to bypass Tier 1 for the product line.

C. Configure Omni-channel to assign cases directly to Tier 2.

D. Create a dashboard to track and manage call volumes by type.

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?

A. Create a task related to the article with a reminder set for the article start date.

B. Create a workflow rule to update the article status to Published on the article start date.

C. Set the article publish date to automatically display the article on the start datE.

D. Send an email reminder to update the article status to Published on the start date.

From any queue list view, users can take ownership of one or more cases if: (Choose 3 answers)

A. They are members of that Queue

B. They have a Contact Manager Profile

C. If the OWD for sharing cases is Public Read/Write/Transfer

D. They are higher in the Role Hierarchy than a Queue Member

E. All of the above

In the telesales contact center, Universal Containers has three-step and five-step order process, contingent on the type of product solD. Which approach should be used to optimize the order process? Choose 2 answers

A. Use Visualforce to create a wizard for each process

B. Organize the fields on the page layout to match each process

C. Use Visual Workflow to streamline the process

D. Create a custom object for each step in the process

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

A. Telephony

B. Order Fulfillment

C. Enterprise Resource Planning (ERP)

D. Marketing

Universal Telco sells and supports a line of smart phones. The company offers support via phone, emailto-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

A. Number of Portal Logins per Day

B. Knowledge Article Usage

C. Average Call Handle Time

D. Cases by Support Channels

E. Escalated Calls

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

Which three statements must be considered?

Choose three answers

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

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

C. Each article must be associated to an article type

D. One .csv import file is uploaded for all article types

E. A separate .csv import file is uploaded for each article type

Which method can be used to route social media inquiries with Salesforce using Salesforce for Twitter and Facebook?

A. Enable social profile and add workflow rules to the contact object

B. Use Twitter-to-Case and add workflow rules to the case object

C. Enable social profile and add assignment rules to the case object

D. Use the routing queues provided with Salesforce for Twitter and Facebook

How is the hash mark (e.g., #salesforce) used in chatter?

A. Ties the Chatter message to a topic

B. Indicates a clickable URL hyperlink

C. Indicates the name of a group in which to place the Chatter message

D. Links the Chatter message to Twitter