Salesforce Exam CRT-261 Topic 4 Question 76 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 76
Topic #: 4

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

* Only the finance department has direct access to the billing system.

Which solution should a consultant recommend?

ACreate a custom tab that displays a search page from the billing system.

BIntegrate payment data into Salesforce from the billing system using custom objects.

CConfigure Salesforce Connect and External Objects to the billing system.

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 Kenia at May 20, 2024, 08:58 PM

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Jules

1 months ago

C) Salesforce Connect and External Objects all the way! That's like having your cake and eating it too, without the calories.

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Shenika

9 days ago

Absolutely! With Salesforce Connect and External Objects, agents can focus on providing excellent customer service instead of getting bogged down by data retrieval.

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Casandra

16 days ago

It's a win-win situation for both the agents and the customers. Efficiency and accuracy in resolving billing problems.

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Johana

18 days ago

That sounds like a game-changer for our contact center agents. They can now quickly retrieve payment history during customer calls.

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Gail

21 days ago

Salesforce Connect and External Objects would allow agents to access billing data without having to manually search through millions of records.

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Emerson

1 months ago

C) Definitely go with Salesforce Connect and External Objects. Anything to avoid having to manage 20 million records in Salesforce!

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Flo

9 days ago

C) Configure Salesforce Connect and External Objects to the billing system.

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Jaleesa

19 days ago

B) Integrate payment data into Salesforce from the billing system using custom objects.

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Lashaunda

21 days ago

A) Create a custom tab that displays a search page from the billing system.

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Kirby

2 months ago

A) Creating a custom tab to search the billing system directly could work, but it might not be the most user-friendly solution for the contact center agents.

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Lashawn

12 days ago

C) Configure Salesforce Connect and External Objects to the billing system.

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Leonora

2 months ago

B) Integrate payment data into Salesforce from the billing system using custom objects.

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Kayleigh

2 months ago

B) Integrating the payment data into Salesforce using custom objects could work, but it might be a lot of effort to keep the data in sync, especially with 20 million records.

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Thad

2 months ago

C) Configure Salesforce Connect and External Objects to the billing system. This seems like the best solution to access the payment data without duplicating the data in Salesforce.

upvoted 0 times