Title: Useful Exam CRT-261 Question¨CPass CRT-261 First Attempt [Print This Page] Author: davelee220 Time: 10 hour before Title: Useful Exam CRT-261 Question¨CPass CRT-261 First Attempt P.S. Free 2026 Salesforce CRT-261 dumps are available on Google Drive shared by PrepAwayExam: https://drive.google.com/open?id=1gyV-JopxJJFrvk7nYlwKP2MRvEr_kdf1
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A recent review of customer satisfaction surveys revealed that the support center does a poor job of upselling new products to customers. Customers report dissatisfaction when calling for service issues and receiving a sales pitch instead.
However, customers that
have been upsold new products are two times more likely to remain a customer.
What is the recommended method to ensure upselling only occurs when customers are likely to be receptive to the offer?
A. Service Analytics Predictions
B. Einstein Next Best Action
C. Visual Remote Assistant
Answer: B
Explanation:
To ensure upselling occurs only when customers are likely to be receptive, implementing Einstein Next Best Action is recommended. This tool uses AI to suggest the most appropriate actions or offers to service agents based on customer context and interaction history, increasing the likelihood of a positive response to upselling efforts while maintaining customer satisfaction.
NEW QUESTION # 73
Universal Containers wants to be able to assign cases based on the same criteria they use for chat .
Which feature should a consultant recommend?
A. Omni-channel Skills-based routing
B. Chat Queue-based routing
C. Omni-channel Queue-based routing
D. Case Skills-based Assignment Rules
Answer: C
Explanation:
Omni-channel Queue-based routing is a feature that can enable Universal Containers to assign cases based on the same criteria they use for chat. Omni-channel Queue-based routing allows administrators to define routing configurations and rules that determine how work items, such as cases and chats, are routed to agents based on criteria such as availability, capacity, and skills. Verified References: : https://help.salesforce.com/s
/articleView?id=sf.omnichannel_overview.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
omnichannel_queue_based_routing.htm&type=5
NEW QUESTION # 74
A manager has noticed an increase in average case age. This is negatively impacting customer satisfaction. The manager wants to compare the amount of time that cases have spent within each status during their lifecycle. Which reporting solution should be recommended?
A. Create a report using the Case Lifecycle report type.
B. Create a report using the Case Age report type.
C. Create a report using the Case Historical Trending report type.
D. Create a report using the Case Snapshot report type.
Answer: A
NEW QUESTION # 75
Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile devices.
Which feature should a consultant recommend to meet this requirement?
A. Web-to-Case
B. Knowledge articles
C. Einstein Chat Bot
Answer: C
Explanation:
To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.
NEW QUESTION # 76
Universal Containers wants to offer its customers interactive chat as well as Case processing. The same team of Service Representatives will be handling both types of communication from customers. Which solution should a Consultant recommend to ensure that Service Reps are only assigned an appropriate number of issues?
A. Case Assignment Rules
B. Process Builder Assignment
C. Live Agent
D. Omni Channel
Answer: D
NEW QUESTION # 77
......
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