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Salesforce Exam CRT-261 Topic 14 Question 90 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 90
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 Ashton at Oct 20, 2024, 11:22 AM

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Beth
3 months ago
Email-to-Case is the real winner here. I can already hear the collective sigh of relief from the call center agents.
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Kelvin
2 months ago
Knowledge base is also a good option to consider for reducing call volume and resolution time.
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Malissa
2 months ago
C) Knowledge base
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Jeniffer
2 months ago
That's a great idea! Email-to-Case can definitely help reduce call volume and resolution time.
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Carma
3 months ago
A) Email-to-Case
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Tamar
3 months ago
Knowledge base all the way! It's like having a virtual agent that never gets tired or grumpy.
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Alberta
3 months ago
Chat with an agent is cool, but I'm worried it might not be scalable enough for high call volumes.
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Brande
2 months ago
A) Email-to-Case sounds like a good solution to reduce call volume.
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Matilda
2 months ago
I agree, chat might not be the best option for high call volumes.
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Aja
3 months ago
C) Knowledge base
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Danica
3 months ago
A) Email-to-Case
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Shawn
4 months ago
Email-to-Case sounds like a good option too. It can provide a more personalized approach for customers.
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Nichelle
4 months ago
I think Knowledge base is the way to go! It can help customers find answers quickly and reduce call volume.
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Jettie
3 months ago
Using a knowledge base is a smart choice to improve efficiency in the contact center.
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Narcisa
3 months ago
I agree, having a knowledge base can make it easier for customers to find answers on their own.
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Lindsey
3 months ago
Knowledge base is a great option. It can definitely help reduce call volume.
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Jesusa
4 months ago
I disagree. I believe Knowledge base is the way to go. It empowers customers to find solutions on their own, reducing call volume.
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Lottie
4 months ago
I think we should go with Chat with an agent. It's more interactive and can resolve issues quickly.
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