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Salesforce Exam CRT-261 Topic 1 Question 91 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 91
Topic #: 1
[All CRT-261 Questions]

Universal Containers' leadership wants to reduce the level of effort required to get the right people involved to resolve service issues more quickly.

What should the consultant recommend to distribute cases?

Show Suggested Answer Hide Answer
Suggested Answer: A

To efficiently distribute cases and get the right people involved for quicker resolution, creating queues that group support agents by expertise or function and utilizing assignment rules to automatically route cases to the appropriate queues is recommended. This approach streamlines case distribution, ensuring cases are handled by agents best equipped to resolve them promptly.


by Jina at Nov 19, 2024, 03:55 AM

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Caprice
1 days ago
Hold up, what if we just let the cases fall into a black hole and see what happens? That would be the most efficient way, right? Just kidding, option C seems the most practical.
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Glory
3 days ago
Web-to-Case with assignment rules? Sounds like a good way to make it easier for customers to submit cases. I like it!
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Peggie
9 days ago
I disagree, I believe option B is better because predefining case teams can ensure the right people are involved from the start.
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Judy
15 days ago
Hmm, I'm not sure. Creating queues with support agents and using assignment rules could be a bit more flexible, don't you think?
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Alberta
4 days ago
A) Create queues with support agents and use assignment rules.
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Rebecka
18 days ago
I agree with Socorro, creating queues with support agents seems like the most efficient way.
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Socorro
24 days ago
I think we should go with option A.
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Mari
26 days ago
I think option B is the way to go. Predefining case teams and using assignment rules sounds like a great way to streamline the process.
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Patti
4 days ago
That sounds like a good idea. It would definitely help streamline the process.
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Margart
6 days ago
Option B) Predefine case teams and use assignment rules.
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