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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Halina

1 months ago

Somebody call the wait time police, we've got a serious situation here! Option B is the only way to go, unless you want your customers to start growing beards in the queue.

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Mattie

1 months ago

Analytical snapshots? Really? That's like trying to put out a fire with a squirt gun. Give me option B any day - it's the only one that actually gets to the heart of the problem.

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Alesia

1 months ago

Hmm, I don't know. Option C sounds tempting, but it's like putting a bandaid on a bullet wound. We need to address the root cause, not just reroute the high-priority cases.

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Cheryl

1 days ago

C) Option C may provide a temporary solution, but we should focus on improving overall efficiency.

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Gladys

3 days ago

B) Create reports to analyze data in order to understand peak times and ensure adequate staffing.

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Colette

6 days ago

A) Set up analytical snapshots to capture key case Information and create historical trending reports.

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2 months ago

I think we should set up analytical snapshots to capture key case information.

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