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Salesforce Exam CRT-261 Topic 4 Question 92 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 92
Topic #: 4
[All CRT-261 Questions]

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?

Show Suggested Answer Hide 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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Wendell
4 days ago
I'm going with C) Implement Skills-Based Routing. That way, the agents can showcase their mad skills and impress the customers. Plus, it's like a game of 'talent match' for the support team.
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Shawna
5 days ago
B) Implement Einstein Bots, hands down. Those AI-powered chatbots will have the customers feeling like they're talking to a robot that actually understands them. What could go wrong?
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Chara
7 days ago
A) Implement Case Swarming. With all hands on deck, the team can tackle those password resets and order inquiries in no time! It's like a party, but for customer service.
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Thea
1 days ago
A) Implement Case Swarming.
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Felton
22 days ago
I think Case Swarming would be the best option to handle new cases effectively.
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Verlene
25 days ago
I prefer implementing Skills-Based Routing to ensure cases are directed to the right agents.
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An
27 days ago
I agree with Bulah, Einstein Bots can handle simple cases efficiently.
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Charlena
1 months ago
I think C) Implement Skills-Based Routing is the way to go. That way, the customer can get connected to the right agent based on their specific needs.
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Alberta
5 days ago
I agree, C) Implement Skills-Based Routing would definitely help streamline the process and improve customer satisfaction.
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Galen
6 days ago
C) Implement Skills-Based Routing.
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Dalene
7 days ago
B) Implement Einstein Bots.
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Sharee
15 days ago
A) Implement Case Swarming.
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Rana
1 months ago
B) Implement Einstein Bots. That's the perfect solution to handle those simple cases and free up the support team to focus on more complex issues.
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Salena
23 hours ago
D) That could also help in efficiently routing cases to the right agents based on their expertise.
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Tony
7 days ago
C) Implement Skills-Based Routing.
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Samira
24 days ago
B) That's the perfect solution to handle those simple cases and free up the support team to focus on more complex issues.
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Leana
25 days ago
A) Implement Einstein Bots.
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Bulah
1 months ago
I think we should implement Einstein Bots.
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