Salesforce Exam CRT-261 Topic 4 Question 79 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 79
Topic #: 4

[All CRT-261 Questions]

The support management team at Universal Containers has noticed an increase in wait times

over the last several months when customers call in for support.

What should a consultant recommend to help decrease customer wait times?

ASet up analytical snapshots to capture key case Information and create historical trending reports.

BCreate reports to analyze data in order to understand peak times and ensure adequate.

CCreate case escalation rules to route high-priority cases directly to supervisors for resolution.

Show Suggested Answer

Suggested Answer: C

To maintain article quality while increasing the number of Knowledge articles, implementing an approval process for article creation is recommended. This process allows for the vetting of articles by subject matter experts or managers before publication, ensuring that only high-quality content is made available in the knowledge base.

by Xochitl at Jun 30, 2024, 11:51 AM

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Truman

3 days ago

B is the way to go! Analyzing the data to understand peak times and ensure adequate staffing is crucial to reducing wait times. This is a smart and proactive approach.

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