Salesforce Exam CRT-261 Topic 8 Question 96 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 96
Topic #: 8

[All CRT-261 Questions]

A manager would like information on which Knowledge articles are used most often by call center agents.

Which report should a consultant use to identify the Knowledge articles that are used most often?

AKnowledge articles with the most revisions

BKnowledge articles with the highest ratings

CNumber of Knowledge articles attached to Cases

Show Suggested Answer

Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.

by Hubert at Mar 10, 2025, 01:25 AM

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Caitlin

3 days ago

I'm torn between B and C, but I think I'll choose C. The number of times an article is attached to a Case is a more direct measure of how often it's being used.

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Silvana

4 days ago

B sounds like the way to go. Knowledge articles with the highest ratings are probably the ones that agents find the most useful and turn to the most often.

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Colby

5 days ago

Hmm, I'm going to go with C on this one. The number of Knowledge articles attached to Cases seems like the most relevant metric to determine which ones are used the most.

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