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Salesforce Exam CRT-261 Topic 5 Question 93 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 93
Topic #: 5
[All CRT-261 Questions]

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?

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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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Yuonne
6 days ago
I disagree, I believe the answer is B) Einstein Next Best Action.
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Edmond
8 days ago
I think the answer is A) In-App Guidance.
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