Salesforce Exam CRT-261 Topic 4 Question 84 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 84
Topic #: 4

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 Quentin at Sep 11, 2024, 11:54 PM

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Juliann

2 months ago

I see your point, Marge. It's important to consider the individual needs of agents when choosing a feature.

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Marge

2 months ago

I personally prefer C) Actions & Recommendations, as it provides more personalized suggestions for agents.

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Lili

2 months ago

Einstein Next Best Action - because let's be honest, the agents could probably use a little AI magic to figure out what to say next.

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Harley

27 days ago

C) Actions & Recommendations

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Lenora

1 months ago

B) Einstein Next Best Action

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Becky

2 months ago

A) In-App Guidance

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Ozell

2 months ago

In-App Guidance, because who needs a real human when you've got a virtual one to hold your hand?

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Ryann

2 months ago

I agree with Amber, having guidance within the Service Console can really speed up the learning process.

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Kayleigh

2 months ago

I'm a bit confused, don't they all sound like helpful features? I'd need more context to choose the best one.

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Stephania

26 days ago

Keneth: It seems like all three features could be beneficial in different ways. Maybe a combination would be best.

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Johnetta

1 months ago

User 3: Einstein Next Best Action could offer personalized recommendations for each customer interaction.

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Keneth

1 months ago

User 2: Actions & Recommendations might suggest the best course of action based on the customer's needs.

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Samira

2 months ago

In-App Guidance could provide step-by-step instructions for new agents.

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Joanna

3 months ago

Actions & Recommendations sounds like a great way to streamline the agent-customer dialog and improve overall productivity.

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Julieta

2 months ago

C) Actions & Recommendations

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Maxima

2 months ago

B) Einstein Next Best Action

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Shawnda

2 months ago

A) In-App Guidance

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Amber

3 months ago

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

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Janella

3 months ago

Einstein Next Best Action could provide valuable insights and recommendations to the agents, making them more efficient.

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Beckie

3 months ago

B) Einstein Next Best Action

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Alexis

3 months ago

A) In-App Guidance

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Justine

3 months ago

The in-app guidance feature would be really helpful for the new agents to stay on track during their conversations with customers.

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Kattie

3 months ago

B) Einstein Next Best Action

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Melvin

3 months ago

A) In-App Guidance

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Golda

3 months ago

B) Einstein Next Best Action

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Phil

3 months ago

That's a great idea! The in-app guidance feature will definitely help the new agents stay on track.

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Johanna

3 months ago

A) In-App Guidance

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