Salesforce Exam CRT-261 Topic 18 Question 72 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 72
Topic #: 18

Cloud Kicks (CK) wants to increase the number of articles in its knowledge base while maintaining article quality. CK plans to allow all service agents to create articles.

What should the consultant recommend to create a vetting workflow to reduce the number of low-quality articles?

AFlow with notifications

BReports and dashboards

CApproval process

Show Suggested Answer

Suggested Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

by Helga at Apr 12, 2024, 08:39 AM

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Levi

6 months ago

The approval process is the clear choice here. Reports and dashboards are great for monitoring, but you need that human review to really ensure quality.

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Gerald

5 months ago

C) Approval process

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Selene

5 months ago

A) Flow with notifications

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Lili

6 months ago

Haha, can you imagine if they just let all the agents create articles without any oversight? It would be a total mess! The approval process is the only way to keep things under control.

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Suzan

5 months ago

C) Approval process

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Solange

6 months ago

B) Reports and dashboards

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Joni

6 months ago

A) Flow with notifications

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Sanda

7 months ago

I think Reports and dashboards could provide insights on article quality as well.

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Kip

7 months ago

I agree, the approval process is critical to maintaining quality. Notifications and reports can help, but having a gatekeeper is the best way to prevent low-quality content.

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Cora

5 months ago

C) Approval process

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Martina

6 months ago

A) Flow with notifications

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Merilyn

6 months ago

C) Approval process

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Angelyn

6 months ago

C) Approval process

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Brent

6 months ago

B) Reports and dashboards

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Evette

6 months ago

A) Flow with notifications

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Melda

7 months ago

But wouldn't Flow with notifications also be helpful in this case?

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Ruthann

7 months ago

The approval process is definitely the way to go. It ensures that every article is reviewed and vetted before it goes live.

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Emerson

7 months ago

I agree with User 1, the Approval process will help maintain article quality.

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Lyndia

7 months ago

I think we should recommend the Approval process.

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Sherita

8 months ago

Yeah, I'm with Karan on this one. The approval process is the most robust solution. Plus, it'll give the consultants a clear view of what's going on and the ability to provide feedback.

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Karan

8 months ago

I'm not so sure about the flow with notifications. That seems like it could get a bit messy and hard to keep track of. I think the approval process is the way to go. It's more streamlined and ensures that only high-quality articles make it into the knowledge base.

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Penney

8 months ago

Hmm, that's an interesting idea, Elli. The flow with notifications could be a good middle ground. It would allow agents to contribute, but still have that quality check.

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Elli

8 months ago

You know, I was thinking the same thing. But what about option A, the flow with notifications? That could be a good compromise, where agents can still create articles, but there's a review process with notifications sent to the appropriate people.

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Caprice

8 months ago

I agree with Carmen. An approval process is the way to go. It might take a bit more time, but it's worth it to maintain the high standards of the knowledge base.

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Carmen

8 months ago

This is a great question! I think the best approach would be to implement an approval process (option C). That way, all new articles would need to be reviewed and approved before being published, ensuring quality control.

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Jamie

7 months ago

Yes, it would ensure that only articles that meet the standards are published.

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Ira

7 months ago

I agree, implementing an approval process would definitely help maintain article quality.

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