Salesforce Exam CRT-261 Topic 16 Question 94 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 94
Topic #: 16

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 Angelyn at Jan 22, 2025, 02:58 AM

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Maynard

4 days ago

I agree with Alfred, Einstein Bots can handle simple cases efficiently.

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Alfred

5 days ago

I think we should implement Einstein Bots.

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Carin

19 days ago

B is the clear winner. Einstein Bots are like the Avengers of customer service - they can handle anything!

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Kirby

24 days ago

I think the answer is B. Implementing Einstein Bots makes the most sense for handling simple cases like password resets and order inquiries. It's an AI-powered chatbot solution that can automate those common customer interactions.

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Sylvie

7 days ago

I think Skills-Based Routing could also be a good option to ensure that the cases are directed to the right agents with the necessary expertise.

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Chi

9 days ago

I agree, implementing Einstein Bots would definitely help with handling those simple cases efficiently.

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