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Salesforce Exam CRT-261 Topic 8 Question 96 Discussion

Actual exam question for Salesforce's CRT-261 exam
Question #: 96
Topic #: 8
[All CRT-261 Questions]

A manager would like information on which Knowledge articles are used most often by call center agents.

Which report should a consultant use to identify the Knowledge articles that are used most often?

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Suggested Answer: C

To reduce call volume and resolution time within Service Cloud, implementing a comprehensive Knowledge base is recommended. Providing customers with access to self-service information through Knowledge articles enables them to find answers to common questions independently, reducing the need for direct contact with service agents and improving overall service efficiency.


by Hubert at Mar 10, 2025, 01:25 AM

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Lauryn
11 days ago
I think the consultant should use the report that shows the Number of Knowledge articles attached to Cases, as it indicates practical usage.
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Galen
14 days ago
I disagree, I believe the report should focus on Knowledge articles with the highest ratings.
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Jennie
17 days ago
I think the report should show Knowledge articles with the most revisions.
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