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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?

Show Suggested Answer Hide 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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Rebecka
13 days 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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Darrel
16 days ago
I'm not sure, but I think Chatter could also be a possible feature for real-time feedback.
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Vivienne
17 days 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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Alecia
19 days ago
I agree with Justine, Omni-Channel Supervisor allows managers to provide real-time feedback.
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Justine
26 days ago
I think the answer is B) Omni-Channel Supervisor.
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