최신 CRT-261 무료덤프 - Salesforce Certification Preparation for Service Cloud Consultant

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

정답: D
설명: (DumpTOP 회원만 볼 수 있음)
As part of a new salesforce knowledge implementation, Universal Containers would like to migrate articles from their current database.Which factor should a consultant consider as part of the migration strategy?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
A company has implemented Salesforce Service Cloud. The company needs Key Performance Indicators (KPIs) to ensure that its customer support service center is profitable. Which three metrics can be used to help executive management understand service center costs? Choose 3 answers

정답: A,C,D
설명: (DumpTOP 회원만 볼 수 있음)
Ursa Major Solar sends service technicals to customer locations. Customer have complained about 4-hour long appointment windows and lack of information about the technical's arriaval time.
What is the recommended feature to improve the customer experince?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks is planning to use Case Teams to help swarm on difficult issues. Support agents can use predefined Case Teams to add specialists on a Case. Specialists need to be able to view Cases and add related records to the Case.
What is the recommended level of Case Access for the Case Team Rote?

정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Cloud kicks needs a way for external customers to easily create cases. Customers will need to attach files that can often be 40 MB in size.

정답: D
설명: (DumpTOP 회원만 볼 수 있음)
The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger wants to demonstrate the success of recent self-service initiatives to executive management.
Which two reports should the contact center manager present to executive management?
Choose 2 answers

정답: B,C
설명: (DumpTOP 회원만 볼 수 있음)
A recent review of customer satisfaction surveys revealed the support center does a poor job of upseting new products to customers. Customers report dissatisfaction when calling for troubleshooting, billing, enrollment, or similar issues and receiving a sales pitch. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?

정답: A
설명: (DumpTOP 회원만 볼 수 있음)
Universal Containers is launching a full line of new products and Service Cloud should support the following requirements:
* Agents need to collaborate with other teams.
* The product development team needs to be alerted on high-priority cases for specific products.
Which solution will meet these requirements?

정답: B
설명: (DumpTOP 회원만 볼 수 있음)
Cloud Kicks wants to view cases resolved on the nrst cal. Pecs nave been trainee to use Save & Close when creating a Case. An existing Closed Case repot must be modified to show ftrst call resolution.
What is the recommendeo report change to meet the requirements7

정답: C
설명: (DumpTOP 회원만 볼 수 있음)

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