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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Wendell

2 months 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

2 months 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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Lilli

4 days ago

A) Einstein Bots could definitely streamline the process and provide quick solutions for customers.

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Lucy

8 days ago

C) Implementing Case Swarming could help agents collaborate and resolve cases more efficiently.

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Tarra

18 days ago

B) I think Skills-Based Routing could also be helpful in directing the simple cases to the right agents.

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Amie

26 days ago

A) Implement Einstein Bots.

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Chara

2 months 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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Annelle

26 days ago

C) Implement Skills-Based Routing.

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Carry

1 months ago

B) Implement Einstein Bots.

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Thea

1 months ago

A) Implement Case Swarming.

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Felton

2 months ago

I think Case Swarming would be the best option to handle new cases effectively.

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Verlene

2 months ago

I prefer implementing Skills-Based Routing to ensure cases are directed to the right agents.

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An

2 months ago

I agree with Bulah, Einstein Bots can handle simple cases efficiently.

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Charlena

2 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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