CRT-261 Online Practice Questions and Answers
A contact center manager is looking for ways to overall cost per case. What Salesforce metrics should the contact center manager evaluate? (Choose 2)
A. Average number of activities per case
B. Average number of articles attached to a case
C. Total number of cases by origin
D. Average customer satisfaction score by case
A customer calls the service desk at Universal Containers. The agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future?
A. Add the entitlements related list to contact records
B. Add the entitlement contacts related list to account records
C. Add the assets related list to contact records
D. Add the service contract related list to contact records
A report shows average time spent by agents to resolve cases. Nine of twelve agents spend approximately the same time to resolve cases. However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers:
A. Document and share the practices of Agent A with the team via knowledge articles
B. Lower the target for entire team to that of Agent A
C. Review case history and activities for Agents B and C
D. Build a dashboard to display individual performance by agent versus the team goal
E. Update case assignment rules to route more cases to Agent A
Which of the following utilize the "Automated Case User" (Choose 3 answers):
A. When a case is automatically assigned using assignment rules this user is listed in the case history
B. When an email notification is triggered via workflow this user is listed in the case history
C. When a case is escalated this user is listed in the case history
D. When a case is created via Web-To-Case this user is listed in the case history
E. When a case is created via Email-To-Case this user is assigned as the case owner
Which application will allow a client to enable Ideas on a public website?
A. Partner portal
B. Self-service portal
C. Sites
D. Customer portal
What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)
A. To provide online security threat information
B. To provide live and historical data on system performance
C. To provide information planning planned maintenance
D. To provide live support for system and data backup
E. To provide best practices for continuity plans
Universal Containers is implementing a call center using CTI (Computer-telephony integration). Which three items, at a minimum, must be implemented and deployed to ensure success? Choose 3 answers
A. Configure call center definition
B. Deploy Call Center Directory
C. Install CTI adapter using open CTI
D. Configure IVR auto response
E. Assign users to a call center
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via Twitter What should the Consultant recommend implementing in the Lightning Service Console?
A. The Social Feed
B. A Twitter Macro
C. The Case Feed
D. A Custom Component
Universal Containers' contact center would like to measure and communicate case escalation rates to management. Which solution should a consultant recommend to meet this requirement?
A. Create a bucket field on a report to calculate the percentage of escalated cases
B. Create a case report with a custom summary formula to calculate the percentage of escalated cases
C. Create a formula field on the case record to calculate percentage of escalated cases
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases
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