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Salesforce Exam CRT-261 Topic 18 Question 70 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 70
Topic #: 18

[All CRT-261 Questions]

Universal Containers wants to let its customers interact in real time with support agents from their computers and mobile

devices.

Which feature should a consultant recommend to meet this requirement?

AWeb-to-Case

BEinstein Chat Bot

CKnowledge articles

Show Suggested Answer

Suggested Answer: B

To enable real-time interaction between customers and support agents from computers and mobile devices, implementing an Einstein Chat Bot is recommended. Chatbots provide an immediate, interactive communication channel that can escalate complex issues to live agents, enhancing the customer support experience across devices.

by Penney at Mar 04, 2024, 05:22 AM

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Elfrieda

1 years ago

Hmm, tough choice. I'm leaning towards B. Einstein Chat Bot, but I hope it doesn't turn into a 'Bot-to-Bot' situation!

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Dahlia

11 months ago

C) Knowledge articles can also be helpful for customers to find answers on their own.

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Nathalie

11 months ago

B) I agree, Einstein Chat Bot can provide instant responses and improve efficiency.

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Rosalyn

1 years ago

C) Knowledge articles

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Raylene

1 years ago

A) Web-to-Case sounds good too, it allows customers to submit inquiries online.

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Arlene

1 years ago

B) Einstein Chat Bot

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Brunilda

1 years ago

A) Web-to-Case

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Loise

1 years ago

I'm going with A. Web-to-Case. This option allows customers to submit cases directly from the web, which sounds like the requirement here.

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Miles

1 years ago

C. Knowledge articles seems like a good choice. Customers can get their questions answered quickly without needing to speak to an agent.

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Yuette

1 years ago

That's true, Knowledge articles can be useful for self-service support.

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Quiana

1 years ago

I think the answer is B. Einstein Chat Bot. Real-time interaction with support agents sounds like a chatbot feature to me.

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Darci

1 years ago

I think A) Web-to-Case could also be a good option for customers to interact with support agents.

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Nikita

1 years ago

C) Knowledge articles

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Herman

1 years ago

I agree, B) Einstein Chat Bot is the best option for real-time interaction with support agents.

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Kanisha

1 years ago

B) Einstein Chat Bot

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Bea

1 years ago

A) Web-to-Case

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Edda

1 years ago

But wouldn't Knowledge articles also help customers find answers quickly?

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Santos

1 years ago

I agree, the Einstein Chat Bot can provide instant support to customers.

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Nakita

1 years ago

I think we should recommend the Einstein Chat Bot for real-time interaction.

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