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Salesforce Exam CRT-211 Topic 5 Question 99 Discussion

Actual exam question for Salesforce's CRT-211 exam
Question #: 99
Topic #: 5
[All CRT-211 Questions]

Cloud Kicks has a very large knowledge base in Salesforce, Service reps are having a hard the finding the most reviewing articles because there are too many search results.

What should the administrator do to help service reps quickly narrow down the number of articles?

Show Suggested Answer Hide Answer
Suggested Answer: B

A joined report is a type of report that allows you to create multiple report blocks that provide different views of your data. Each report block can have its own fields, columns, sorting, and filtering. A joined report can only be created from summary or matrix reports. You can use a joined report to show data from different report types or data sources on a single report. In this case, you can use a joined report to show Accounts with Open Cases by creating two report blocks: one for accounts and one for cases with a filter for open status. You can then join the two blocks by a common field such as Account ID or Account Name. Reference: https://help.salesforce.com/s/articleView?id=sf.reports_joined_format.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.reports_examples_joined.htm&type=5


by Ria at Sep 15, 2024, 12:35 AM

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Emerson
23 hours ago
I'm not sure deleting old Knowledge articles is the best solution. That just seems like a temporary fix. We need a more sustainable approach, like what Option D suggests with Einstein Search.
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Nada
5 days ago
Definitely go with Option A! Implementing Data Categories is the way to go to help service reps narrow down the search results. It's like organizing your bookshelf - so much easier to find what you need.
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Hildegarde
15 days ago
I think updating Knowledge to auto-search the case's subject could also be a good option.
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Francine
25 days ago
I agree with Juan, Data Categories would definitely help narrow down the search results.
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Juan
27 days ago
I think the administrator should implement and configure Data Categories.
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