Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions
Mail Us support@pass4success.com
Location US
Mob_nav_barsMENU

Salesforce CRT-101 Exam - Topic 3 Question 112 Discussion

Support agent at Cloud Kicks are spending too much time finding resources to solve cases.The agents need a more efficient way to find documentation and similar cases from the Case pagelayout.How should an administrator meet this requirement?
D) Configure Knowledge with articles and data categories.
A) Create a custom object to capture popular case resolutions.
B) Use an interview flow to capture Case details.
C) Direct users to Global Search to look for similar cases.

Salesforce CRT-101 Exam - Topic 3 Question 112 Discussion

Actual exam question for Salesforce's CRT-101 exam
Question #: 112
Topic #: 3
[All CRT-101 Questions]

Support agent at Cloud Kicks are spending too much time finding resources to solve cases.

The agents need a more efficient way to find documentation and similar cases from the Case page

layout.

How should an administrator meet this requirement?

Show Suggested Answer Hide Answer
Suggested Answer: D

Knowledge is a feature that can be used to meet this requirement. Knowledge allows users to create, manage, and share articles that provide information and solutions for common issues or questions. Data categories can be used to organize articles into different topics and make them easier to find and access. Users can view related articles from the Case page layout based on the data category of the case. Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.knowledge_categories.htm&type=5


by Dona at May 15, 2026, 06:14 AM

Limited Time Offer

25%

Off

Get Premium CRT-101 Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

0/2000 characters
Submit Cancel
Tarra
3 days ago
I think option D is the best. Knowledge articles can really help.
upvoted 0 times
...
Laurel
8 days ago
Not sure if just directing to Global Search is enough...
upvoted 0 times
...
Shantay
13 days ago
Totally agree with D! Knowledge articles are super helpful.
upvoted 0 times
...
Gracie
18 days ago
Wait, can Global Search really pull up similar cases effectively?
upvoted 0 times
...
Louisa
23 days ago
I think A could work too, but it might take more time to set up.
upvoted 0 times
...
Luther
29 days ago
D seems like the best option for quick access to info.
upvoted 0 times
...
Lamonica
1 month ago
B sounds interesting, but I’m not sure it addresses the main issue.
upvoted 0 times
...
Maurine
1 month ago
Totally agree with D! Having categorized articles saves so much time.
upvoted 0 times
...
Micah
1 month ago
Wait, can we really just create a custom object for this? Seems like overkill!
upvoted 0 times
...
Denny
2 months ago
I think C could work too, but it might not be as efficient.
upvoted 0 times
...
Izetta
2 months ago
D is the best option! Knowledge articles can really streamline the process.
upvoted 0 times
...
Denise
2 months ago
Creating a custom object sounds interesting, but I feel like it might complicate things instead of simplifying the process for agents.
upvoted 0 times
...
Apolonia
2 months ago
I practiced a similar question where configuring Knowledge was the right answer. It seems like a good fit for this scenario too.
upvoted 0 times
...
Gabriele
2 months ago
I think directing users to Global Search could help, but it might not be as efficient as having everything integrated on the Case page.
upvoted 0 times
...
Justine
4 months ago
I remember we discussed how Knowledge articles can really streamline case resolution, but I'm not sure if that's the best option here.
upvoted 0 times
...

Save Cancel