CRT-261 Exam Dumps | A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password

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Question 58/84

A recent analysis of cases at Cloud Kicks (CK) revealed a high percentage of simple cases, such as password resets and order inquiries. CK wants to provide customer self-service via web, SMS, Facebook Messenger, and WhatsApp.
What should the consultant recommend to handle the new cases?

A. Implement Case Swarming.

B. Implement Einstein Bots.

C. Implement Skills-Based Routing.

Correct 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.

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