Salesforce Exam CRT-261 Topic 4 Question 92 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 92
Topic #: 4

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 Theodora at Dec 10, 2024, 05:34 AM

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