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Salesforce Exam CRT-261 Topic 15 Question 82 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 82
Topic #: 15

[All CRT-261 Questions]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

ADevelop a globally-shared macro to create a new article.

BUse a trigger to automatically create a new article.

CCreate a Quick Action to map case fields to a new article

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 Ernie at Aug 05, 2024, 09:00 AM

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Leonor

4 days ago

Quick Actions are the way to go! Less code to worry about, and the service agents will appreciate the streamlined process.

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Yuriko

12 days ago

Option B with a trigger seems a bit overkill for this use case. I'd go with the Quick Action approach to keep things simple.

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Carylon

12 days ago

I agree with Lenna. Quick Actions are a great way to streamline the article creation process and ensure the relevant case details are included.

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Felicitas

14 days ago

I'm not sure, but developing a globally-shared macro also sounds like a good option to consider.

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Lenna

18 days ago

Option C sounds like the way to go. Creating a Quick Action to map case fields to a new article seems like the easiest and most efficient solution.

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Odelia

20 days ago

I agree with Lisha, creating a Quick Action seems like the most efficient way to meet the requirements.

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Lisha

25 days ago

I think option C is the best choice.

upvoted 0 times

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az-700 pass4success az-104 200-301 200-201 cissp 350-401 350-201 350-501 350-601 350-801 350-901 az-720 az-305 pl-300

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