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Salesforce Exam CRT-261 Topic 14 Question 73 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 73
Topic #: 14
[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?

Show Suggested Answer Hide 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 Dalene at Apr 19, 2024, 04:52 PM

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Sherron
8 months ago
Hold up, do they have a 'Singing Telegram' option? That would really spice things up and get the cusLouveniaers excited to reach out!
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Shantay
8 months ago
Knowledge base is a solid choice too. Providing cusLouveniaers with access to self-service information could significantly cut down on call volume.
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Louvenia
8 months ago
Chat with an agent could be a great way to provide real-time support and reduce resolution time. Plus, it's a more personalized experience for the cusLouveniaer.
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Serina
7 months ago
B) Chat with an agent
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Verlene
7 months ago
A) Email-to-Case
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Lucina
8 months ago
B) Chat with an agent
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Garry
8 months ago
A) Email-to-Case
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Margarett
8 months ago
Email-to-Case seems like the best option to reduce call volume. It's a simple and effective way to manage customer inquiries.
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Noe
7 months ago
B) Chat with an agent can help in resolving issues quickly. It provides real-time assistance to customers.
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Deonna
8 months ago
C) Knowledge base is also a good option to reduce resolution time. Customers can find answers to their questions on their own.
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Margo
8 months ago
A) Email-to-Case is a great solution for reducing call volume. It allows customers to submit their inquiries via email.
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Carmen
9 months ago
Chat with an agent could be faster. Real-time help is valuable.
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Zack
9 months ago
Email-to-Case sounds good too.
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Dong
9 months ago
It provides self-service options. Less calls, quicker answers.
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Virgie
9 months ago
Knowledge base? Why?
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Dong
10 months ago
Yeah, definitely. I'm leaning towards Knowledge base.
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Mabel
10 months ago
Reducing call volume and resolution time? Seems important.
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Telma
10 months ago
I believe a Knowledge base could help reduce call volume.
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Audry
10 months ago
Chat with an agent might be a quicker solution.
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Chantell
10 months ago
I think we should recommend Email-to-Case.
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