CRT-261 Exam Dumps | The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives

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Question 27/95

The VP of Services at Universal Containers wants to reduce call center staffing. One of the initiatives is to deflect customer's interaction with a support agent while still providing relevant answers to the customer.
How can a consultant automate the use of suggested articles to accomplish this goal?

A. An email to case inquiry

B. On-demand email to case

C. While holding for a support agent

D. Web-to-case question

Correct Answer: D

A web-to-case question is a solution that can automate the use of suggested articles to deflect customer's interaction with a support agent while still providing relevant answers to the customer. It allows customers to submit cases from a company's website and receive suggested articles based on their question before submitting the case. Verified References: : https://help.salesforce.com/s/articleView?id=sf.
knowledge_web_to_case_deflection.htm&type=5 : https://help.salesforce.com/s/articleView?id=sf.
knowledge_web_to_case_overview.htm&type=5

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