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Trustworthy CRT-261 Practice & CRT-261 Reliable Test Question

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NEW QUESTION 49
Universal Containers wants to reduce the volume of calls into their Product Support Contact Center. Which three features should a Consultant recommend? Choose 3 answers

  • A. Chatter Questions
  • B. Field Service
  • C. Communities
  • D. Macros
  • E. Public Knowledge

Answer: A,C,E

NEW QUESTION 50
A company has created a new onboarding process. An Agent must create ten open activities that align to a step of this onboarding experience. Creating these activities can take up to 20 minutes each to complete.
What should the Agent recommend to minimize costs?

  • A. Add an object-specific custom quick action to create new activities.
  • B. Hire a certified developer to write an apex trigger that creates each new activity.
  • C. Provide a macro that will automatically create the activities when executed.
  • D. Assign a single agent to create the activities on all new onboarding cases.

Answer: C

NEW QUESTION 51
A manager would like information on the knowledge base searches conducted by customers and call center agents. Which two metrics are useful for identifying knowledge article effectiveness?
Choose 2 answers

  • A. Knowledge search query with no results.
  • B. Knowledge articles with the lowest rating.
  • C. Number of knowledge articles in each data category.
  • D. Knowledge articles created by call center agents.

Answer: A,B

NEW QUESTION 52
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