QUESTION: 29

Universal Containers has completed development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment.
What should be used for migration functionality?

Visual Studio Code and change sets
Mass Transfer Records, change sets, and Visual Studio Code
Visual Workflow, data loader, and Force.com IDE
Data loader, change sets, and Force.com Excel Connector

Answer(s): A

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QUESTION: 30

A client's Support Call Center has seen an increase in call volume on a new product line. The agents are having problems resolving issues and have been escalating to Tier 2 for support.
Which action should be taken to reduce the call volumes and escalations?

Create Knowledge Articles and publish internally and publicly.
Configure IVR routing to bypass Tier 1 for the product line.
Configure Omni-channel to assign cases directly to Tier 2.
Create a dashboard to track and manage call volumes by type.

Answer(s): A

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QUESTION: 31

Universal Containers 'IT policy prevents third-party software from being installed on employee computers. However, the VP of Service has asked that cases be automatically created from customer emails.
What solution should a consultant recommend?

Email-to-Case
web-to-Case
An AppExchange package
On-Demand Email-to-Case

Answer(s): D

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QUESTION: 32

Field engineers often need to access current inventory levels of products the customer has purchased while at customer sites.
Which solution should a Consultant recommend to meet this requirement?

Implement Field Service Lightning.
Integrate with an enterprise resource planning system.
Develop and publish a knowledge management system
Configure Visual Flows on Salesforce mobile.

Answer(s): A

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Free CRT-261 Exam Braindumps (page: 8)

QUESTION: 29

QUESTION: 30

QUESTION: 31

QUESTION: 32