Salesforce Exam CRT-261 Topic 4 Question 76 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 76
Topic #: 4

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

* Only the finance department has direct access to the billing system.

Which solution should a consultant recommend?

ACreate a custom tab that displays a search page from the billing system.

BIntegrate payment data into Salesforce from the billing system using custom objects.

CConfigure Salesforce Connect and External Objects to the billing system.

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 Kenia at May 20, 2024, 08:58 PM

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