Latest Salesforce CRT-261 Exam questions and answers [Q102-Q122]

QUESTION 102
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

QUESTION 103
Universal Containers would like for article to be different channel for social interactions.
What solution should a consultant recommend?

QUESTION 104
universal containers is implementing a customer community to provide self service options to its B2C customers.Which two features should a consultan recommend.

QUESTION 105
Universal Banking has customer support operations in both Canada and the United States. Compliance regulations are listed below.
* Agent users in Canada can only view articles pertaining to Canadian products
* Agent users in the US can only view articles pertaining to US-based products.
How should article visibility be configured to enforce the compliance rules?

QUESTION 106
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.

QUESTION 107
Universal Containers wants to develop a new Case Management solution. The end-to-end solution will include integrations with third-party systems.
Following best practices, which development and deployment path should a consultant recommend?

QUESTION 108
Universal Containers wants to Jet its customers interact real time with support agents from their computers and mobile devices What feature should a consultant recommend to meet this requirement?

QUESTION 109
Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles. The company would like a recommendation on how to maintain its article quality.
What is the recommended method to meet the requirements?

QUESTION 110
Why would customer upgrade from self-service to customer portal (Choose 3)?

QUESTION 111
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.
Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

QUESTION 112
A company is changing its case management system to Salesforce. All active accounts, contacts, and closed cases for the past 5 years must be migrated to Salesforce for go-live.
Which approach should be used for the data migration?

QUESTION 113
AW Computing would like to interact with customers on facebook and Twitter.
Where are the conservations tracked in Salesforce?

QUESTION 114
Cloud Kicks has recently implemented two-way mobile messaging to increase the efficiency of the support team. The company uses key performance indicators (KPIs) to measure the success of the implementation.
Which metric should a consultant use to measure the effectiveness of two-way mobile messaging?

QUESTION 115
Universal Containers knows it will be adding new Cases at a rate of 4-6 million per year and wants to maintain performance over time. Which two recommended techniques should be utilized? Choose 2 answers

QUESTION 116
An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. Which three metrics should the Manager use to assess the ROI? Choose 3 answers

QUESTION 117
what should a consultant recommend to ensure chat request contain enough infomration for customer service representatives to effectively respond?

QUESTION 118
Universal Containers (UC) added a channel to the Service Cloud deployment. UC wants the functionality to include the ability to log the case thread and store attachments to the case record.
Which channel should a consultant recommend to meet these requirements?

QUESTION 119
The Universal Containers Contact Center has Customer Support Agents who speak Spanish and wants all cases where Spanish is the preferred language to be handled by these agents in real time. Universal Containers allows customers to contact agents through phone and chat.; Which solution should be implemented to support this?

QUESTION 120
Cloud Kicks (CK) supports customers through chat. Service agents have reported multiple instances where customers have used abusive language. CK wants a way to prevent abusive customers from starting future chat sessions.
What is the recommended feature to meet the requirement?

QUESTION 121
The contact center at Universal Containers offers support through phone, email, public website, and a Community. The contact center manager 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

QUESTION 122
Universal Containers requires that a case is logged for every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closeD. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers