Salesforce
CRT-261 · Question #145
CRT-261 Question #145: Real Exam Question with Answer & Explanation
The correct answer is B. Einstein Next Best Action. To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions
Question
Universal Containers (UC) hired agents in an expansion of the contact center. Getting agents up to speed and fully productive is a priority. UC implemented a standardized agent-customer dialog to assist agents. Which feature should a consultant integrate into the Service Console?
Options
- AIn-App Guidance
- BEinstein Next Best Action
- CActions & Recommendations
Explanation
To assist new agents and enhance productivity, integrating Einstein Next Best Action into the Service Console is recommended. This feature provides agents with contextually relevant suggestions and standardized dialogues based on case details, guiding agents through interactions and ensuring consistent, high-quality customer service.
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