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Free CRT-261 Exam Braindumps (page: 10)

Page 10 of 50
PDF with 258 Questions

Ursa Major Solar cells highly technical products that require specific expertise for configuration changes and troubleshooting. A mobile workforce can be dispatched to support customers. Dispatching a worker comes at a high cost, and available appointment times are typically several weeks in the future.
What is the recommended method to improve the support experience while providing expert-level support?

  1. Omni-Channel Routing
  2. Visual Remote Assistant
  3. Workforce Engagement Self Scheduling
  4. Field Service Scheduler

Answer(s): D



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

  1. Web-to-Case
  2. Embedded Chat Service
  3. Customer Community
  4. Case Assignment Rules

Answer(s): B



Which search mechanism should be used to find case comments from within the lightning service console?

  1. Search utility component
  2. Comment search component
  3. Comments list view
  4. Global search

Answer(s): D



Universal Containers (UC) is updating the Service Cloud console app for its call center agents. Management is concerned that deploying the new app will disrupt current operations and impact customer satisfaction.
What should the consultant recommend to mitigation these concerns?

  1. Deploy the configured and tested app to production, update the agent's profile to view the app and take away access to the old app.
  2. Configure the new app in a sandbox. Use a change-set to push the configuration to production for testing and training.
  3. Deploy the configuration from a sandbox to production during the next Salesforce version update so the system only goes down once.
  4. Configure the new app in developer org and use an unmanaged package to deploy to production.

Answer(s): D



Page 10 of 50



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