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Salesforce Exam CRT-261 Topic 16 Question 74 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 74
Topic #: 16
[All CRT-261 Questions]

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?

Show Suggested Answer Hide 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 Bonita at May 01, 2024, 08:29 AM

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Shayne
10 months ago
Makes sense. Bots can provide instant answers, reducing the load on support teams.
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Becky
11 months ago
Einstein Bots can handle repetitive tasks like password resets efficiently across multiple channels.
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Estrella
11 months ago
Why do you think that?
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Becky
11 months ago
I think the consultant should recommend implementing Einstein Bots.
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Kallie
11 months ago
Haha, I bet the CK team is feeling like they're herding cats with all those different channels. Einstein Bots would be a real game-changer!
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Theola
10 months ago
C: I agree, it would make things a lot easier for both the customers and the team.
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Norah
10 months ago
B: That's a great idea! It would definitely help streamline the process.
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Charlesetta
10 months ago
A: Implement Einstein Bots.
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Vincent
11 months ago
Implementing Case Swarming could be an interesting approach, but I'm not sure it's the best fit for handling simple password resets and order inquiries.
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Kayleigh
11 months ago
Skills-Based Routing sounds like a great idea. That way the customers can get directed to the right agent for their specific issue.
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Ressie
10 months ago
I agree, it would make sure customers get the help they need faster.
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Tonja
10 months ago
Skills-Based Routing would definitely help streamline the process.
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Roxane
10 months ago
B) Implement Einstein Bots.
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Denna
11 months ago
A) Implement Case Swarming.
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Keith
11 months ago
B: Yeah, it would definitely streamline the process and improve customer satisfaction.
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Carey
11 months ago
A: I think Skills-Based Routing would be really helpful in this situation.
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Sylvie
12 months ago
I think Einstein Bots would be the best solution. Automating those simple cases would really help streamline the customer service process.
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Lacey
10 months ago
C) Implement Skills-Based Routing.
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Barabara
10 months ago
Yes, Einstein Bots can provide quick and accurate responses to customers.
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Truman
10 months ago
B) Implement Einstein Bots.
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Johnathon
10 months ago
I think Einstein Bots would be more effective in this scenario.
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Casie
11 months ago
A) Implement Case Swarming.
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Fredric
11 months ago
That's a great idea! Einstein Bots can definitely handle those simple cases efficiently.
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Iola
11 months ago
B) Implement Einstein Bots.
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Royce
12 months ago
Yeah, they want to use web, SMS, Facebook Messenger, and WhatsApp for self-service.
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Shayne
12 months ago
Yes, tricky one. Simple cases though. Password resets, order inquiries.
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Estrella
1 years ago
Did you see the question about Cloud Kicks?
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