CRT-261 Exam Question 101
Universal Containers has tested skills-based routing in a sandbox and is ready to deploy to production.
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
Which two deploy solutions should a consultant to ensure skills-based routing is operational in Production?
CRT-261 Exam Question 102
The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?
How can a consultant automate the use of suggested articles to accomplish this goal?
CRT-261 Exam Question 103
A company provides customer support for new products and for routine maintenance of existing products. These cases have many identical stages and fields, however, the maintenance cases are unique and have additional stages and fields that need to be captured. Which two features would meet this requirement? Choose 2 answers
CRT-261 Exam Question 104
A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead. However, customers that have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
CRT-261 Exam Question 105
A Service Rep transfers a Live Agent Chat to another Rep.
Which two things will happened?
Which two things will happened?