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Salesforce Exam CRT-261 Topic 15 Question 82 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 82
Topic #: 15
[All CRT-261 Questions]

Cloud Kicks (CK) uses Lightning Experience and Lightning Knowledge in its service center. CK

wants an easy way for service agents to create new articles when closing a case. The new article

should include appropriate details from the case to make it useful for others.

What is the recommended method to meet the requirements?

Show Suggested Answer Hide 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 Ernie at Aug 05, 2024, 09:00 AM

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Salena
1 months ago
Option C is the clear winner here. As a service agent, I'd love a Quick Action that does all the heavy lifting for me. Beats manually copying and pasting case details!
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Fausto
8 days ago
User 2: Quick Action definitely seems like the way to go for creating new articles from cases.
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Dylan
16 days ago
User 1: I agree, Option C sounds like the most efficient solution.
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Leonor
2 months ago
Quick Actions are the way to go! Less code to worry about, and the service agents will appreciate the streamlined process.
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Buck
11 days ago
Quick Actions are the way to go! Less code to worry about, and the service agents will appreciate the streamlined process.
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Aretha
21 days ago
C) Create a Quick Action to map case fields to a new article
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Demetra
1 months ago
A) Develop a globally-shared macro to create a new article.
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Yuriko
2 months ago
Option B with a trigger seems a bit overkill for this use case. I'd go with the Quick Action approach to keep things simple.
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Lauran
7 days ago
User1: True, but I think mapping case fields to a new article with a Quick Action is more efficient.
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Ilda
8 days ago
User3: Developing a globally-shared macro could also work well for creating new articles.
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Skye
29 days ago
C) Create a Quick Action to map case fields to a new article
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Ty
30 days ago
User2: Quick Action sounds like the way to go for this scenario.
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Samira
1 months ago
User1: I agree, using a Quick Action would be the best option.
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Dyan
2 months ago
A) Develop a globally-shared macro to create a new article.
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Carylon
2 months ago
I agree with Lenna. Quick Actions are a great way to streamline the article creation process and ensure the relevant case details are included.
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Felicitas
2 months ago
I'm not sure, but developing a globally-shared macro also sounds like a good option to consider.
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Lenna
2 months ago
Option C sounds like the way to go. Creating a Quick Action to map case fields to a new article seems like the easiest and most efficient solution.
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Odelia
2 months ago
I agree with Lisha, creating a Quick Action seems like the most efficient way to meet the requirements.
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Lisha
2 months ago
I think option C is the best choice.
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