Salesforce Certification Preparation for Service Cloud Consultant - CRT-261무료 덤프문제 풀어보기
At Universal Containers, support agents need to verify that customers are eligible to receive support when they create the case.
Where can a support agent verify that a customer is allowed to receive support?
Where can a support agent verify that a customer is allowed to receive support?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers wants to direct cases based on the same criteria it applies to Messaging for In-App and Web (MIAW).
Which feature should a consultant recommend?
Which feature should a consultant recommend?
정답: C
설명: (Fast2test 회원만 볼 수 있음)
Metrics show that Universal Containers has a high call abandonment rate using Service Cloud Voice.
Which strategy should a consultant recommend?
Which strategy should a consultant recommend?
정답: C
설명: (Fast2test 회원만 볼 수 있음)
Cloud Kicks (CK) wants to provide its authenticated customers with a top-tier support experience. CK Ants to allow asynchronous conversations, conversations across devices, and Estimated Wait Time transparency. CK currently uses an external website to deliver its chat support offering.
What should a consultant recommend to provide these newer capabilities?
What should a consultant recommend to provide these newer capabilities?
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers has implemented Service Cloud. The company needs key performance indicators (KPIs) to ensure that its customer support center is profitable.
Which metric should a consultant use to help executive management understand support center costs?
Which metric should a consultant use to help executive management understand support center costs?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers (UC) wants to improve customer satisfaction by diversifying its interaction channels.
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
UC's goal is to enhance real-time communication and support.
Which interaction channel should the consultant suggest to UC?
정답: A
설명: (Fast2test 회원만 볼 수 있음)
Cloud Kicks wants to offer its customers a more personalized, flexible service experience beyond emails, phone calls, and chatbots.
What should the consultant recommend to meet this requirement?
What should the consultant recommend to meet this requirement?
정답: B
설명: (Fast2test 회원만 볼 수 있음)
Universal Containers wants to offer its customers interactive chat as well as case processing.
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
The same team of service agents will be handling both types of communication from customers.
Which solution should a consultant recommend to ensure that service agents are only assigned an appropriate number of issues?
정답: B
설명: (Fast2test 회원만 볼 수 있음)
A manager would like information on which Knowledge articles are used most often by call center agents.
Which report should a consultant use to identify the Knowledge articles that are used most often?
Which report should a consultant use to identify the Knowledge articles that are used most often?
정답: C
설명: (Fast2test 회원만 볼 수 있음)
Cloud Kicks uses Omni-Channel to route calls, chats, and cases to agents. The contact center manager wants to improve the team's ability to prioritize time-sensitive work while continuing to handle their long-running work.
Which feature should a consultant recommend?
Which feature should a consultant recommend?
정답: B
설명: (Fast2test 회원만 볼 수 있음)