Free Access Salesforce.CRT-261.v2022-09-24.q149 Practice Test (Page 11)

Question 46

Which two solutions can be used to enable agents to manage multiple cases at the same time when designing a Contact Center? Choose 2 answers

A.Live Agent

B.Interactive Voice Response

C.Computer Telephone Integration

D.Social Customer Service

Question 47

Universal Containers (UC) wants to schedule for repair service when an agent is unable to solve the customer's problem via the call center.
What functionality should a consultant recommend to satisfy the UC's need?

A.Contact Request

B.omni Channel

C.Mobile Connect

D.Field Service

Question 48

Universal Containers' customer support management wants to provide proactive communications to customers who are likely to provide low customer satisfaction (CSAT) scores Which two customer-related metrics should the customer support management analyze?
Choose 2 answers

A.New cases opened by account channel

B.Time spent by account year-to-date

C.High priority cases opened by account month-to-date

D.Escalated cases by account month-to-date

Question 49

An outsourced contact center is losing part-time agents to a nearby contact center that promotes flexible scheduling. Which method can be used to improve agent retention? Choose 2 answers:

A.Mix telephony interactions with email and chat

B.Allow shift trading between agents

C.Extend benefits to part-time agents

D.Provide additional training on tools and process

Question 50

What are some uses of www.trust.salesforce.com in business continuity planning? (Choose 3)

A.To provide information planning planned maintenance

B.To provide live support for system and data backup

C.To provide best practices for continuity plans

D.To provide online security threat information

E.To provide live and historical data on system performance

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