Free Access Salesforce.CRT-261.v2022-03-08.q129 Practice Test (Page 10)

Question 41

KCS (knowledge centered support) what is it? Choose 2 Answers

A.Process for creating and maintaining knowledge

B.Share knowledge with the business partners

C.Method for social media management

D.Standard for managing customer support and delivery

Question 42

Universal Containers is using the Lightning Service Console for managing cases and wants to add a softphone to enable click-to-call capability.
Which three configurations are needed for the softphone to work in Salesforce? Choose 3 answers

A.Enable Live Agent in their community to chat with an agent.

B.Install an adapter from AppExdiange to work with third-party CTI systems.

C.Assign the Salesforce CTI license to Salesforce users.

D.Create a softphone layout and assign to user profiles.

E.Assign the correct Salesforce users to the Call Center.

Question 43

Universal Containers is implementing the Salesforce Service Cloud in its contact center and has requirements listed below.
* 2.000 agents are implemented globally 24/7 operations
* Open case data will be migrated from a legacy system
* New cases will be created in one system only
Which deployment method should be recomended?

A.Migrate case data and deploy to all users at office

B.Deploy in phases using countries as pilots

C.Migrate agents to Force.com Connect Offline during deployment

D.Deploy based on the number of trainers available

Question 44

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A.Time spent by account year-to-date

B.High priority cases opened by account month-to-date

C.Escalated cases by account month-to-date

D.New cases opened by account channel

Question 45

Which task should be included in a business continuity plan for a contact center? Choose 3 answers.

A.Update the case status field values.

B.Route cases to agents in an alternate center.

C.Disable the Interactive Voice Response (IVR) system.

D.Monitor service level agreements (SLAs) and notify customers.

E.Deliver training on case handling for contingent staff.

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Question 41

Question 42

Question 43

Question 44

Question 45

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