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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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Leonor
23 hours 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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Yuriko
9 days 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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Carylon
10 days 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
11 days ago
I'm not sure, but developing a globally-shared macro also sounds like a good option to consider.
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Lenna
15 days 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
17 days ago
I agree with Lisha, creating a Quick Action seems like the most efficient way to meet the requirements.
upvoted 0 times
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Lisha
22 days ago
I think option C is the best choice.
upvoted 0 times
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