CRT-261 Contact Practice Questions
The free CRT-261: Certification Preparation for Service Cloud Consultant questions that deal with contact, with answers and explanations. The full bank and the timed practice test cover every topic the exam asks about.
Question #5
A contact center manager wants to measure improvements to operations after the implementation of a new workforce management system. Which two metrics can be used to assess the success of the new workforce management system? Choose 2 answers
Select 2 answers.
Correct answer: B, D
Explanation
Workforce management systems produce forecasts and schedules, so their success is measured by agent utilization and schedule adherence. Calls offered is driven by customer demand and quality scores reflect coaching, not scheduling.
Question #6
Which three tasks should be included in a business continuity plan for a contact center? Choose three answers
Select 3 answers.
Correct answer: A, C, E
Explanation
Continuity planning keeps service running: reroute cases to an alternate center, train contingent staff to handle cases, and monitor SLAs while proactively notifying customers. Disabling the IVR or editing status picklists does not preserve service.
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