Salesforce Exam CRT-261 Topic 12 Question 77 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 77
Topic #: 12

[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 Rutha at May 29, 2024, 02:48 PM

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Oretha

5 months ago

I don't know, having a knowledge base and chat with an agent sounds like a lot of work. Can't they just hire more agents and call it a day? That's the Salesforce way, right?

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Barrett

5 months ago

C) Knowledge base

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Mariann

5 months ago

B) Chat with an agent

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Lyndia

5 months ago

A) Email-to-Case

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Buck

5 months ago

I agree with Marvel. Email-to-Case can help reduce call volume and resolution time by automating case creation from emails.

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Marvel

5 months ago

I think we should go with option A) Email-to-Case.

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Franchesca

5 months ago

Email-to-Case is a classic solution, but it might not be as efficient as the other options in this case. Customers still have to wait for a response, and that could slow down the resolution process.

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Juan

5 months ago

Chat with an agent sounds like a good option too. It gives customers the ability to get real-time assistance while still reducing the need for phone calls.

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Stevie

6 months ago

I think the knowledge base would be the best solution to reduce call volume and resolution time. It allows customers to find answers to their questions quickly without having to wait for an agent.

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