Salesforce CRT-261 Quiz 38 Topic 7 Questions 186-190

Question: 1

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

ARoute cases to agents in an alternate center.

BDisable the Interactive Voice Response (IVR) system.

CDeliver training on case handling for contingent staff.

DUpdate the case status field values.

EMonitor service level agreements (SLAs) and notify customers.

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Question: 2

Which system would a contact center integrate with in order to provide field service agents with information needed to provide service at customer sites?

ATelephony

BOrder Fulfillment

CEnterprise Resource Planning (ERP)

DMarketing

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Question: 3

Universal Containers CFO is looking for ways to reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)

AFirst call resolution

BAverage handle time

CUpsell percentage

DCustomer retention

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Question: 4

Universal Containers assigns its contact center agents to certain interaction channels and would like to optimize the agents' desktop based on their assigned interaction channels.

What is the best solution?

ACreate multiple agent console applications and configure the Iayout based on the user's requirements.

BCreate multiple Salesforce Console for Service applications and configure them based on user's requirements.

CCreate case page layouts for each interaction channel and assign them to different agent profiles.

DCreate a Salesforce Console for Service layout and allow the agents to drag and drop the components they need.

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Question: 5

Universal Banking needs to provide a public knowledge base on its website. The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product are

a. How should Knowledge be configured? Choose 2 answers.

ACreate three article types for each product area (Personal Banking, Mortgage, CD).

BCreate three data categories for each product area (Personal Banking, Mortgage, CD).

CCreate two data categories to display information (Question/Answer, Product Info).

DCreate two article types to display information (Question/Answer, Product Info).

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Salesforce CRT-261 Quiz:38 Topic:7 Questions:186-190