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Salesforce Exam CRT-261 Topic 8 Question 96 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 96
Topic #: 8
[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?

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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 Hubert at Mar 10, 2025, 01:25 AM

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Billy
5 days ago
I agree with Sabine, Chat with an agent can help reduce call volume.
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Sabine
11 days ago
I think we should go with Chat with an agent.
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Micah
17 days ago
Email-to-Case is the way to go! It's like having a virtual assistant that never sleeps, and it can handle all those repetitive inquiries.
upvoted 0 times
Stevie
7 days ago
Email-to-Case is definitely a great option. It can help streamline the process and reduce call volume.
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