Free Access Salesforce.CRT-261.v2022-07-02.q122 Practice Test (Page 5)

Question 16

What key metric should a contact center manager use to evaluate the effectiveness of a new Service Cloud implementation? (Choose 2)

A.Average number of knowledge articles published

B.Total number of solutions created by agent

C.First contact resolution rate

D.Number of total cases handled

Question 17

Universal Containers is implementing an entitlement process to measure customer service level agreements (SLAs).
Which two approaches can be used to accomplish this goal?
Choose 2 answers

A.Representing metrics such as first-response and resolution time on cases

B.Identifying the customer contact associated with a particular stage of a service contract

C.Displaying whether a case response complies with a customer's service level agreement

D.Monitoring the case escalation rule queue to confirm service levels are met

Question 18

For which purpose should a contact center use Visual Flow?

A.To assign follow-up tasks to an agent one week after a case is closed.

B.To automatically assign cases to a specific queue based on the customer support level

C.To escalate to the support manager if it has been open for more than 72 hours

D.To automate business processes for agents who troubleshoot customer support issues via phone

Question 19

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

A.Quick Text

B.Lightning Guided Engagement

C.Macros

D.Visual Workflow

Question 20

Universal Containers is training a new set of Service Reps. Part of the training includes handling Live Agent chats from customers. However, it is important that contact center managers monitor the chat sessions to ensure the Service Reps' responses are professional and accurate and to be able to assist when needed.
What Lightning Console feature should a Consultant configure to support this need?

A.Configure Omni-Channel Supervisor tab and 3rd party access.

B.Configure Live Agent Supervisor tab and Whisper Messages.

C.Add the Live Agent Component to the Utility bar.

D.Configure the SOS snap-in for the Lightning Service Console.

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Question 20

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