Salesforce Exam Salesforce Contact Center Topic 1 Question 22 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 22
Topic #: 1

[All Salesforce Contact Center Questions]

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

ABusiness Hours active, Estimated Wait Time activated Omni-Channel
Queue of flows and custom Business Hours Messaging in the flow

BBusiness Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active and Business Hours added to the Embedded Deployment

CEstimated Wait Time activated, Event Flow routing Business Hours set,
and Lite Shoe class in the Pre-Chat form

Show Suggested Answer

Suggested Answer: B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management

by An at Sep 18, 2024, 08:27 PM

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3 months ago

Wait times and business hours info? Definitely option B. Customers will appreciate the transparency, and it'll save a lot of headaches down the line.

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Blossom

2 months ago

Transparency is key in customer service, so option B is definitely the way to go.

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Gracia

2 months ago

I agree, it's important to provide customers with wait time information.

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Alex

2 months ago

Option B seems like the best choice for this scenario.

upvoted 0 times

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I'm not sure about that. I think the required configurations for the Messaging for Web solution should include Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment.

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Rodolfo

3 months ago

I agree with Leanora. Pause/Resume Call Recording would definitely help in ensuring customer information is protected during phone interactions.

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Leanora

3 months ago

I think the most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is Pause/Resume Call Recording.

upvoted 0 times

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Erick

3 months ago

Hmm, I think option B is the way to go. Gotta have that Omni-Channel Queue or Flow for optimal customer experience, and the Business Hours setting is crucial to let customers know when they can chat.

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Marisha

2 months ago

Yes, the Business Hours setting is key to setting clear expectations for customers regarding chat availability.

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Larue

3 months ago

I agree, having the Omni-Channel Queue or Flow is essential for managing customer interactions efficiently.

upvoted 0 times

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Salesforce Exam Salesforce Contact Center Topic 1 Question 22 Discussion

Contribute your Thoughts:

Tawny

Vincent

Geoffrey

Gary

Derick

Dahlia

Reuben

Blossom

Gracia

Alex

Sherman

Rodolfo

Leanora

Erick

Marisha

Larue