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Salesforce Exam CRT-261 Topic 4 Question 76 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 76
Topic #: 4
[All CRT-261 Questions]

Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a

billing problem. The following considerations need to be taken into account:

* Billing data is stored in an external system containing over 20 million records.

* Only the finance department has direct access to the billing system.

Which solution should a consultant recommend?

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 Kenia at May 20, 2024, 08:58 PM

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Kirby
58 minutes ago
A) Creating a custom tab to search the billing system directly could work, but it might not be the most user-friendly solution for the contact center agents.
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Kayleigh
2 days ago
B) Integrating the payment data into Salesforce using custom objects could work, but it might be a lot of effort to keep the data in sync, especially with 20 million records.
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Thad
17 days ago
C) Configure Salesforce Connect and External Objects to the billing system. This seems like the best solution to access the payment data without duplicating the data in Salesforce.
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Kattie
20 days ago
I prefer option C, configuring Salesforce Connect would provide real-time access to billing data.
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Alba
23 days ago
I agree with Ria, integrating payment data into Salesforce would make it easier for agents to access.
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Ria
28 days ago
I think option B is the best solution.
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