Salesforce Exam CRT-261 Topic 1 Question 75 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 75
Topic #: 1

Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is

a priority. UC implemented a standardized agent-customer dialog to assist agents.

Which feature should a consultant integrate into the Service Console?

AIn-App Guidance

BEinstein Next Best Action

CActions & Recommendations

Show Suggested Answer

Suggested Answer: B

To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.

by Gracia at May 12, 2024, 03:48 PM

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Delisa

10 months ago

If I had a nickel for every time I had to guide an agent through a console, I'd be a rich man. A) In-App Guidance is the clear winner here. Gotta love those step-by-step instructions!

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Shenika

10 months ago

This is a tough one, but I'm going to go with B) Einstein Next Best Action. It's like having a crystal ball that tells you the perfect thing to say to the customer. Super helpful!

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Otis

9 months ago

I think A) In-App Guidance could also be really useful for new agents to quickly learn the ropes.

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Maryann

9 months ago

I agree, B) Einstein Next Best Action sounds like a game-changer for agents.

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Donte

10 months ago

A) In-App Guidance is the way to go. It's like having a virtual assistant holding the agent's hand through the entire process. Keeps them on track and reduces mistakes.

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Louvenia

9 months ago

C) Actions & Recommendations could streamline the agent's workflow by suggesting the next best steps to take during customer interactions.

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Gussie

9 months ago

B) Einstein Next Best Action could also be helpful in providing agents with personalized recommendations based on customer data.

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Quentin

9 months ago

A) In-App Guidance is the way to go. It's like having a virtual assistant holding the agent's hand through the entire process. Keeps them on track and reduces mistakes.

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Arminda

10 months ago

I'm going with C) Actions & Recommendations. This feature could suggest relevant actions and resources for agents to use during the conversation, streamlining the process.

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Lashanda

9 months ago

I'm going with C) Actions & Recommendations. This feature could suggest relevant actions and resources for agents to use during the conversation, streamlining the process.

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Charlena

10 months ago

I agree, but B) Einstein Next Best Action could provide personalized recommendations for each customer interaction.

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Joaquin

10 months ago

I think A) In-App Guidance would be helpful for new agents to learn the system quickly.

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Malinda

11 months ago

B) Einstein Next Best Action sounds like a great option. It could recommend the best course of action for agents based on the customer's needs and previous interactions.

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Raul

10 months ago

B) Einstein Next Best Action

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Patria

10 months ago

A) In-App Guidance

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Maddie

11 months ago

I think the correct answer is A) In-App Guidance. This feature can provide step-by-step instructions to agents, helping them navigate the console and handle customer interactions more efficiently.

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