Salesforce
AP-226 · Question #174
AP-226 Question #174: Real Exam Question with Answer & Explanation
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Question
The reason why the work that was already in the queue is not being pushed to agents is: The "Apply to existing records in queue" option was not selected. At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
Options
- AUse Salesforce Knowledge to store questions and answers so agents can easily reproduce the
- BA Use Slack to allow agents to share best practices in responding to customer questions
- CUse Quick Text to allow agents to create personal Quick Texts for answers they alternate
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