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Salesforce Exam CRT-261 Topic 18 Question 85 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 85
Topic #: 18
[All CRT-261 Questions]

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

Show Suggested Answer Hide Answer
Suggested Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.


by Florencia at Sep 14, 2024, 09:16 PM

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Alecia
6 hours ago
I agree with Justine, Omni-Channel Supervisor allows managers to provide real-time feedback.
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Justine
7 days ago
I think the answer is B) Omni-Channel Supervisor.
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