Salesforce Exam CRT-261 Topic 5 Question 93 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 93
Topic #: 5

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 Larae at Jan 09, 2025, 12:27 PM

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Ty

14 days ago

Hmm, I don't know, the Einstein Next Best Action could be a real game-changer. It's like having a virtual coach whispering in your ear. *winks*

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Freeman

14 days ago

In-App Guidance all the way! Anything that can help these new agents stay on script and deliver a consistent customer experience is a win in my book.

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Kandis

8 days ago

A) In-App Guidance

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Alison

23 days ago

Actions & Recommendations sounds interesting, but I think the In-App Guidance is the way to go. Keeping the agents focused on the standardized dialog is key.

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Ahmad

25 days ago

I'm not sure, the Einstein Next Best Action could also be really useful. It could give the agents AI-powered recommendations to help them navigate the conversation.

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Dion

22 hours ago

B) Einstein Next Best Action

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Antonio

14 days ago

A) In-App Guidance

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Edmond

27 days ago

I see your point, but I still think A) In-App Guidance would be more helpful for agents.

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Selene

28 days ago

The In-App Guidance feature seems like the obvious choice here. It would provide real-time assistance to the agents, helping them stay on track with the standardized dialog.

upvoted 0 times