Salesforce
CRT-261 · Question #116
CRT-261 Question #116: Real Exam Question with Answer & Explanation
Sign in or unlock CRT-261 to reveal the answer and full explanation for question #116. The question stem and answer options stay visible for context.
Question
Cloud Kicks (CK) recently implemented Knowledge-Centered Support (KCS) to improve the expertise of its agents. The pilot focused on creating articles for the most common support topics. After the pilot, customer satisfaction has improved and average call time has decreased. To continue improving support key performance indicators (KPIs), CK wants to know where to focus its efforts next. What should a consultant recommend that CK do next?
Options
- AAllow agents to create and publish articles independently.
- BUse the Search Activity Gaps dashboard component.
- CDetach articles from cases to reset statistics.
Unlock CRT-261 to see the answer
You've previewed enough free CRT-261 questions. Unlock CRT-261 for full answers, explanations, the timed quiz mode, progress tracking, and the master PDF. Question stem and options stay visible so you can still see what's on the exam.