Salesforce Exam CRT-261 Topic 18 Question 85 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 85
Topic #: 18

[All CRT-261 Questions]

Support managers have requested the ability to provide real-time feedback to agents

during customer chat sessions.

Which feature should a consultant configure to meet this requirement?

AChatter

BOmni-Channel Supervisor

CFlow Orchestrator

Show Suggested Answer

Suggested Answer: A

To address the issue of duplicate cases from the same customers in different channels, enabling the Case Merge feature is recommended. This allows service agents to easily identify and merge duplicate cases, ensuring a consolidated view of customer issues and preventing redundant work.

by Florencia at Sep 14, 2024, 09:16 PM

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Henriette

1 months ago

Omni-Channel Supervisor, no doubt. Unless the support managers want to just send emojis during the chats, which I don't think is very helpful.

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Rolande

3 days ago

A) Omni-Channel Supervisor

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Georgiann

1 months ago

Chatter? Really? That's more for general collaboration, not real-time cusGeorgianner support. Omni-Channel Supervisor is the obvious choice here.

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Justine

10 days ago

I agree, Omni-Channel Supervisor would be the best feature to configure for real-time feedback during chat sessions.

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Patria

11 days ago

Omni-Channel Supervisor is the obvious choice here.

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Jacquelyne

16 days ago

Chatter? Really? That's more for general collaboration, not real-time customer support.

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Rebecka

2 months ago

Flow Orchestrator? Isn't that for automating workflows, not live customer chats? I'm leaning towards Omni-Channel Supervisor as well.

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Rosita

1 months ago

Yeah, Flow Orchestrator might not be the right choice for live customer chats. Omni-Channel Supervisor seems like the way to go.

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Sheridan

2 months ago

I think you're right, Omni-Channel Supervisor would be the best option for real-time feedback.

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Darrel

2 months ago

I'm not sure, but I think Chatter could also be a possible feature for real-time feedback.

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Vivienne

2 months ago

I think Omni-Channel Supervisor is the way to go here. It's designed specifically for real-time monitoring and feedback during customer interactions.

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Arthur

19 days ago

Omni-Channel Supervisor is definitely the feature to configure for this requirement.

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Marquetta

1 months ago

Flow Orchestrator is more for automating business processes, not real-time feedback.

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Paris

1 months ago

Chatter wouldn't be the best option for real-time feedback, it's more for social collaboration.

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Keneth

1 months ago

I agree, Omni-Channel Supervisor allows managers to provide real-time feedback to agents during chat sessions.

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Alecia

2 months ago

I agree with Justine, Omni-Channel Supervisor allows managers to provide real-time feedback.

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Justine

3 months ago

I think the answer is B) Omni-Channel Supervisor.

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