Salesforce Exam CRT-261 Topic 16 Question 94 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 94
Topic #: 16

Universal Containers is initiating a program to improve customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved.

Which solution should a consultant recommend to meet this requirement?

AUse auto-response rules to send an email to the customer.

BUse Escalation Rules to assign the case to a case queue.

CUse Flow Builder to send an email to the customer.

Show Suggested 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 Angelyn at Jan 22, 2025, 02:58 AM

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Billye

2 months ago

B) Using Escalation Rules to assign the case to a queue? That's like telling the customer, 'Hang on, we'll get to you eventually.' Flow Builder is the clear winner here.

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Lashon

12 days ago

C) Use Flow Builder to send an email to the customer.

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Rebbeca

14 days ago

B) Using Escalation Rules to assign the case to a queue? That's like telling the customer, 'Hang on, we'll get to you eventually.' Flow Builder is the clear winner here.

upvoted 0 times

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Justine

1 months ago

A) Use auto-response rules to send an email to the customer.

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Graciela

2 months ago

Haha, I bet the customer would get a kick out of an 'auto-response' email. That's like the automated 'your call is important to us' message on a customer service line.

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