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Salesforce Exam CRT-261 Topic 9 Question 71 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 71
Topic #: 9
[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?

Show Suggested Answer Hide Answer
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 Helaine at Mar 15, 2024, 04:38 PM

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Arminda
8 months ago
Knowledge base provides self-service options, reducing the need for customers to call in.
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Mitzie
8 months ago
Chat with an agent allows for real-time interaction and can solve issues quickly.
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Doretha
8 months ago
But with Email-to-Case, we can automate the process and handle more cases at once.
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Arminda
8 months ago
I think C) Knowledge base is the way to go for reducing call volume and resolution time.
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Mitzie
8 months ago
I disagree, I believe B) Chat with an agent would be more efficient.
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Lemuel
8 months ago
I'm a big fan of Chat with an agent. It's like having a virtual sidekick to help you out. Plus, it's way more fun than talking to a robot on the phone.
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Anika
8 months ago
Knowledge base all the way! Who needs a phone when you can just consult the all-knowing database of information? It's like having a personal assistant at your fingertips.
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Dominga
8 months ago
C) Knowledge base
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Darnell
8 months ago
B) Chat with an agent
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Ashlyn
8 months ago
A) Email-to-Case
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Doretha
9 months ago
I think the best solution is A) Email-to-Case.
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Denny
9 months ago
Email-to-Case is a classic solution. It might not be as flashy as the other options, but it's a reliable way to handle customer inquiries.
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Luann
9 months ago
Chat with an agent seems like a good option. It allows customers to get real-time assistance without the hassle of a phone call.
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Albina
8 months ago
B) Chat with an agent
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Barbra
8 months ago
A) Email-to-Case
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Lettie
9 months ago
I see your points, but I still think implementing Email-to-Case is the best solution overall.
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Pura
10 months ago
I have to chime in, Chat with an agent could also help in reducing call volume and resolution time.
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Chana
10 months ago
I think the Knowledge base is the way to go. It can provide customers with quick and accurate information, reducing the need for them to call in.
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Janessa
10 months ago
I disagree, I believe using a Knowledge base would be more effective in this case.
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Sommer
10 months ago
I think the contact center should implement Email-to-Case to reduce call volume and resolution time.
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