Salesforce Exam CRT-261 Topic 15 Question 82 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 82
Topic #: 15

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.

What should the consultant recommend to handle the new cases?

AImplement Case Swarming.

BImplement Einstein Bots.

CImplement Skills-Based Routing.

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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Arleen

2 months ago

I think Case Swarming could be a good option to handle the new cases collaboratively.

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Jamal

2 months ago

I'm picturing a team of Einstein bots, all wearing little hard hats and carrying tiny wrenches, working together to fix those password issues. It's a beautiful image, really.

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Paola

1 months ago

B) That sounds like a great idea! It would definitely help with the high volume of simple cases.

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Leslie

1 months ago

C) Implement Skills-Based Routing.

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Dean

2 months ago

A) Implement Case Swarming.

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Harrison

2 months ago

I prefer implementing Skills-Based Routing to ensure cases are directed to the right agents.

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Andree

3 months ago

I agree with Leigha, Einstein Bots can automate simple cases efficiently.

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Leigha

3 months ago

I think we should implement Einstein Bots to handle the new cases.

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Serina

3 months ago

Skills-Based Routing could work, but it might be overkill for a company that's primarily dealing with password resets and order inquiries. Einstein Bots seem like the most straightforward and cost-effective solution here.

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Precious

2 months ago

B: I agree, implementing Einstein Bots seems like the way to go for Cloud Kicks.

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Fabiola

2 months ago

A: Exactly, it would streamline the process and improve customer satisfaction.

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Gladis

2 months ago

B: Yeah, they can handle repetitive tasks efficiently and free up agents for more complex issues.

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Maile

2 months ago

A: I think Einstein Bots would be the best option for handling those simple cases.

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Gearldine

3 months ago

I think Case Swarming would be the best option to handle new cases effectively.

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Kaitlyn

3 months ago

Case Swarming sounds interesting, but I'm not sure it's the right fit for this situation. CK needs a way to quickly and efficiently handle the high volume of simple cases, and that's where Einstein Bots would really shine.

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Winifred

3 months ago

I prefer implementing Skills-Based Routing to ensure cases are directed to the right agents.

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Agustin

3 months ago

I think implementing Einstein Bots would be the best solution here. It would allow CK to automate the simple password resets and order inquiries, freeing up their agents to focus on more complex cases.

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