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Salesforce Cloud Consultant CRT-251 Question # 2 Topic 1 Discussion

CRT-251 Exam Topic 1 Question 2 Discussion:
Question #: 2
Topic #: 1

Universal Containers (UC) has launched Salesforce Chat and staffed its contact center with agents to chat with website visitors who ask questions about commercial containers. When UC used to outsource its contact center work, reports from the vendor showed that about 15% of chat conversations would result in a new lead. Management wants better visibility into Chat's influence on lead creation in order to continue the program.

How can the consultant provide the insights UC needs to justify using Chat with internal contact center staff?
A.

Install the Chat (Live Agent) Dashboard package from the AppExchange. Add a chart to the dashboard to show the number of agent chats associated to new leads compared to the total number of agent chats for the period.

B.

Add a custom field on the Chat Transcript object so agents can check a checkbox when a conversation results in a new lead. Create a report using the custom field.

C.

Create a lead report that identifies the number of new leads with the lead source "Chat".

D.

Ask the marketing department to provide the program with Google Analytics data for the commercial containers web pages.

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Actual exam question for Salesforce CRT-251 exam by Rogue37928 at Feb 20, 2025, 11:54:14 AM

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