Online Access Free Salesforce.CRT-261.v2024-06-28.q192 Practice Test (Page 34)

CRT-261 Exam Question 161

Universal Containers' contact center manager needs to measure the following metrics:
* Agent productivity
* Customer satisfaction
Which report should a consultant recommend? (Choose 2)

A.Average handle time

B.Average speed to answer

C.Escalation rate

D.First contact resolution

CRT-261 Exam Question 162

Ursa Major Solar sells industrial equipment and privide support through voice channels as well mobie technicians.
When incident occur, high-priority customer have a dedicented phone number to call. Technicians must then be rerouted from the next scheduled word location to the high-prioity customer site.
What is the recommended solution?

A.Visual Remote Assistant

B.Workforce Engagement

C.Incident Management

D.Field Service

CRT-261 Exam Question 163

Universal Containers (UC) is configuring a self-service page for customers to find Knowledge articles and create cases. UC has recently requested that an Einstein Bot be placed on the page, but wants to ensure that the bot only directs cases to live agents during normal business hours and observes holidays.
How should a consultant meet this requirement?

A.Configure the Einstein Bot to direct customers to an agent except for designated holidays and instruct Omni-Channel agents to sign off at the end of business

B.Configure the Einstein Bot with a default message when customers log a case letting them know they should expect a delayed response outside of business hours. hours or on holidays.

C.Configure the Einstein Bot with an Action that queries for the Default Business Hours and active Holiday records and directs the customer to a case form when agents are unavailable.

CRT-261 Exam Question 164

The Universal Containers contact center offers support through phone, email, public website, and a Community. The contact center manger 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

A.Number of cases closed by a self-service user

B.Number of cases created - - Site by month

C.Average call handle time by team.

D.Number of IVR inquiries without agent involvement.

CRT-261 Exam Question 165

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.Web-to-Case

B.Emall-to-Case

C.On-Demand Email-to-Case

D.Customer Chatter groups

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CRT-261 Exam Question 161

CRT-261 Exam Question 162

CRT-261 Exam Question 163

CRT-261 Exam Question 164

CRT-261 Exam Question 165

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