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CRT-261 PDF DEMO:

QUESTION NO: 1
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: 2
Universal Containers' support team requires its customers to submit their support inquiries via free form email (Outlook, Gmail, Yahoo, etc). Additional requirements are listed below:
* Support attachments up to 30 MB per inquiry
* Over 10,000 inquiries per day
What solution should a consultant recommend to meet these requirements?
A. Emall-to-Case
B. Customer Chatter groups
C. Web-to-Case
D. On-Demand Email-to-Case
Answer: A

QUESTION NO: 3
A Service Manager has just configured Live Agent at a company site. Now, the Agents cannot see the Live Agent footer component in the console.
Which configuration option should be verified?
A. verify that users have access to the Live Agent chat buttons.
B. Verify that users are assigned the Live Agent user profile.
C. Verify that users are assigned the Live Agent feature license.
D. Verify that users have access to the Live Agent public group.
Answer: B

QUESTION NO: 4
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: 5
Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working
12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.
Which recommendation should the Consultant make in anticipation of higher call volume?
A. Set up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.
B. Set up IVR with an automated response for customers affected by the recall to defect calls.
C. Set up a customer survey for customers calling in to identify the severity and impact of the recall.
D. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.
Answer: B

ATLASSIAN ACP-620 - 這是一個被廣大考生檢驗過的網站,可以向大家提供最好的考試考古題。 最熱門的Oracle 1z0-1124-25認證考試是能夠改變您生活的IT認證考試,獲得Salesforce Oracle 1z0-1124-25證書的IT專業人員的薪水要比沒有獲得證書的員工高出很多倍,他們的上升空間也很大,能帶來更好的工作機會。 我們已經幫助很多的考生順利順利通過Linux Foundation CKAD考試,獲取證書,這是一個難得的機會。 擁有Salesforce Microsoft SC-300-KR認證考試證書可以幫助在IT領域找工作的人獲得更好的就業機會,也將會為成功的IT事業做好鋪墊。 在取得您第一個SAP C-AIG-2412認證后,您還可以參加其它的IT認證考試,Royalholidayclubbed的考古題能幫助獲得更多的成功。

Updated: May 28, 2022

 

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