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CRT-261 PDF DEMO:
QUESTION NO: 1
Universal Containers wants to deploy the Service Cloud to its contact centers located across
North America, Europe, and Asi a. The company wants standardized contact center processes and reporting implemented in its centers worldwide.
Which approach should a consultant recommend in this scenario?
A. Recommend that the VP of Worldwide Support design a global template to provide a clear vision and tandardization.
B. Assign a global team of experienced agents and leaders to create a common design template and report structure.
C. Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
D. Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
Answer: B
QUESTION NO: 2
A company would like to implement a solution that would hold service reps accountable to customer Service Level Agreements.
Which two steps should be completed to meet this request? Choose 2 answers
A. Create an Entitlement Process.
B. Configure Service Contracts.
C. Set up Milestones.
D. Enable Work Orders.
Answer: A,C
QUESTION NO: 3
Universal Containers has determined that case list views are slow to load because of the large number of cases in the system.
Which two actions will improve the performance of the list views? Choose 2 answers
A. Reduce the number of fields displayed
B. Restrict visibility of the views
C. Filter the views by case owner
D. Remove filter criteria from the views
Answer: A,C
QUESTION NO: 4
Universal Containers' support management team has noticed an increase in wait times over the last several months when customers call in for support. Which two recommendations should a
Consultant suggest to help decrease customer wait times? Choose 2 answers
A. Set up analytical snapshots to capture key case information and create historical trending reports.
B. Set up a Salesforce Customer Community that will allow customers to create cases online.
C. Create a case escalation rules to route high-priority cases directly to supervisors for resolution.
D. Create reports to analyze call data in order to understand peak times and ensure adequate staffing.
Answer: B,D
QUESTION NO: 5
Universal Containers initiates cases based on electronic transmissions from power units. The case management process is as follows: A work order is submitted to a field service team to perform a technical review.
After the technical review is closed, an agent needs to contact the customers to review the activities.
Cases can only be closed after the customer review has been completed.
Universal Containers needs to determine whether the work orders and customer contacts should be stored as child cases or on a related custom object.
Which three aspects should the consultant consider to meet these requirements?
Choose 3 answers
A. Case closure rules on the original case
B. Visibility and access to the work order records
C. Work order and customer contact escalation requirements
D. Account team relationship to the primary contact
E. Total number of account and contact records in the database
Answer: A,B,C
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Updated: May 28, 2022