Salesforce Exam CRT-261 Topic 9 Question 71 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 71
Topic #: 9

[All CRT-261 Questions]

The contact center at Universal Containers wants to reduce call volume and resolution time within Service Cloud.

Which solution should a consultant recommend?

AEmail-to-Case

BChat with an agent

CKnowledge base

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Helaine at Mar 15, 2024, 04:38 PM

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Arminda

6 months ago

Knowledge base provides self-service options, reducing the need for customers to call in.

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Mitzie

6 months ago

Chat with an agent allows for real-time interaction and can solve issues quickly.

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Doretha

6 months ago

But with Email-to-Case, we can automate the process and handle more cases at once.

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Arminda

6 months ago

I think C) Knowledge base is the way to go for reducing call volume and resolution time.

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Mitzie

6 months ago

I disagree, I believe B) Chat with an agent would be more efficient.

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Lemuel

6 months ago

I'm a big fan of Chat with an agent. It's like having a virtual sidekick to help you out. Plus, it's way more fun than talking to a robot on the phone.

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Anika

6 months ago

Knowledge base all the way! Who needs a phone when you can just consult the all-knowing database of information? It's like having a personal assistant at your fingertips.

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