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CRT-261 – Salesforce Certified Service Cloud Consultant

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Showing 1–3 of 10 questions

Question 1

A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system.

Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers

Select all that apply, then click Submit answer.

  • ○

    Number of calls offered
  • ○

    Agent utilization
  • ○

    Quality monitoring score
  • ○

    Schedule adherence
Question 2

Universal Containers uses Live Agent to interact with customers. Service Reps complain that it takes too much time to end the chat and close the case.

Which two features should a Consultant recommend to address this concern? Choose 2 answers

Select all that apply, then click Submit answer.

  • ○

    Visual Workflow
  • ○

    Lightning Guided Engagement
  • ○

    Quick Text
  • ○

    Macros
Question 3

A company has these requirements for dealing with Cases:

- Handled efficiently and by the right agents

- Distributing the load so that agents do NOT have to manually select the next Case to work

Which two Omni-Channel features will assist in this routing and distribution? Choose 2 answers

Select all that apply, then click Submit answer.

  • ○

    Route to agents with the most cases closed for that topic.
  • ○

    Route to agents staffing the assigned overflow queues.
  • ○

    Route to agents with the least amount of active assigned work.
  • ○

    Route to agents with the most capacity to take on new work.