CRT-261 Free Practice Test

Universal Containers is trying to reduce the amount of time support agents spend creating cases. The new method for case creation must allow for 4000-5000 new cases a day, as well as the attachment of documents under 25 MB by the customer.
Which method should the Consultant suggest?

1. A. Omni-Channel routing
2. B. Standard Email-to-Case
3. C. Web-to-Case forms
4. D. On-Demand Email-to-Case

Correct Answer: B

Universal Containers runs a support operation with multiple call centers. The Support Manager wants to measure first-call resolution by call center location, agent, and calendar month.
Which reporting solution should the Consultant recommend?

1. A. Create a list view report that includes fields for call center location, agent, calendar month, and first-call resolution.
2. B. Create a reporting snapshot that includes fields for call center location, agent, calendar month, and first-call resolution.
3. C. Create a joined report that includes fields for call center location, agent, calendar month, and first-call resolution.
4. D. Create a matrix report that includes fields for call center location, agent, calendar month, and first-call resolution.

Correct Answer: D