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Salesforce Exam CRT-261 Topic 3 Question 69 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 69
Topic #: 3
[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 Malcolm at Feb 12, 2024, 01:57 AM

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Dana
7 months ago
Yes, chat with an agent can be a good option for customers who prefer real-time assistance.
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Jenelle
7 months ago
But wouldn't implementing chat with an agent also help in resolving issues quickly?
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Reena
7 months ago
I agree, having a knowledge base accessible to customers can help them find solutions on their own without having to call in.
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Fabiola
7 months ago
Email-to-Case is the equivalent of a digital cheat sheet for customer service. Why waste time on the phone when you can just shoot off an email?
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Elvera
8 months ago
I heard the knowledge base at Universal Containers is so comprehensive, it's like having a personal assistant in your pocket. Definitely the way to go!
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Ruby
8 months ago
Chat with an agent is the way to go. Customers get real-time support and can resolve their issues more efficiently.
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Jody
7 months ago
Yes, it's a great solution to provide quick and personalized assistance to customers.
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Mary
7 months ago
I agree, having a chat option would definitely help reduce call volume and resolution time.
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Lauran
7 months ago
Chat with an agent is the way to go. Customers get real-time support and can resolve their issues more efficiently.
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Reid
7 months ago
B) Chat with an agent
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Minna
7 months ago
A) Email-to-Case
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Simona
8 months ago
I think we should recommend using a knowledge base to reduce call volume and resolution time.
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Earnestine
8 months ago
Knowledge base could also help reduce call volume by empowering customers to find solutions themselves.
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Elliott
8 months ago
The knowledge base is a game-changer! Customers can find answers to their questions quickly and easily, cutting down on those unnecessary calls.
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Ettie
7 months ago
B) Chat with an agent
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Jeanice
8 months ago
A) Email-to-Case
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Buddy
8 months ago
C) Knowledge base
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Alonzo
8 months ago
Email-to-Case is a great way to reduce call volume and resolution time. Customers can get their issues resolved without having to wait on hold.
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Fidelia
9 months ago
I think Chat with an agent would be more engaging for customers.
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Jaime
9 months ago
I agree, Email-to-Case can help streamline the process.
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Tamra
9 months ago
I think we should recommend Email-to-Case to reduce call volume.
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