Salesforce Exam CRT-261 Topic 8 Question 17 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 17
Topic #: 8

Due to a recent product recall, Universal Containers has experienced a 50% increase in daily calls to the Contact Center. The Contact Center has increased support to 24x7 with agents working 12-hour shifts. The VP of Service is concerned about the ability to sustain the increased hours and added cost to support the higher call volume.

Which recommendation should the Consultant make in anticipation of higher call volume?

ASet up a private Knowledge Base to provide FAQs to customers affected by the recall to defect call.

BSet up telephony integration using a CTI adapter for quicker agent access when customers call in, reducing average handle time.

CSet up IVR with an automated response for customers affected by the recall to defect calls.

DSet up a customer survey for customers calling in to identify the severity and impact of the recall.

Show Suggested Answer

Suggested Answer: C

by Ligia at May 06, 2022, 01:25 PM

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