Salesforce CRT-261 Quiz 42 Topic 6 Questions 206-210

Question: 1

What is a benefit of a quality monitoring system? Choose 2 answers

ALower the average speed of answer (ASA)

BTeach new agents how to handle difficult situations

CEnforce a consistent standard of service for customer interaction

DCapture inappropriate word usage and generate reports

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Question: 2

What is the primary function of a private branch exchange (PBX)?

ATo receive multiple calls at one time

BTo use speech recognition to direct calls

CTo report the caller's background information

DTo mate calls to different agents

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Question: 3

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

AFirst contact resolution rate

BNumber of total cases handled

CTotal number of solutions created by agent

DAverage number of knowledge articles published

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Question: 4

What process is a use case for Visual workflow? Choose 3 answers

AField validation during case creation

BCross-self promotions for representatives

CAssignment of email to a case queue based on subject

DDecision-based troubleshooting for representatives

ECaller verification and creation of a new case

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Question: 5

What metrics should a contact center manager consider to measure adoption of Salesforce Knowledge? (Choose 2)

ANumber of cases escalated by agent

BNumber of articles created by agent

CNumber of articles attached to a case

DNumber of solutions created by agent

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Salesforce CRT-261 Quiz:42 Topic:6 Questions:206-210