Salesforce Exam CRT-261 Topic 15 Question 82 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 82
Topic #: 15

[All CRT-261 Questions]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

ADevelop a globally-shared macro to create a new article.

BUse a trigger to automatically create a new article.

CCreate a Quick Action to map case fields to a new article

Show Suggested Answer

Suggested Answer: B

For handling a high volume of simple cases such as password resets and order inquiries across multiple channels, implementing Einstein Bots is recommended. Bots can automate responses to these common inquiries, providing self-service options for customers and reducing the case load on human agents.

by Ernie at Aug 05, 2024, 09:00 AM

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Lisha

4 days ago

I think option C is the best choice.

upvoted 0 times

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