Salesforce
CRT-261 · Question #146
CRT-261 Question #146: Real Exam Question with Answer & Explanation
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Question
The Universal Containers (UC) customer support organization has implemented Knowledge- Centered Support (KCS) in its call center. However, the call center management thinks that agents should contribute new Knowledge articles more often. What should UC do to address this situation?
Options
- AMeasure and reward agents based on the number of new articles submitted for approval.
- BMeasure and reward agents based on the number of new articles approved for publication.
- CRequire agents to check a box on the case when submitting a new suggested article.
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