Salesforce Exam Salesforce Contact Center Topic 1 Question 8 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 8
Topic #: 1

[All Salesforce Contact Center Questions]

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:

A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

ABuild Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

BAssign Read All data access to all voice agents

CUpdate the organization-wide sharing setting for use Presence to Public Read City

Show Suggested Answer

Suggested Answer: A

For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.

by Fletcher at May 10, 2024, 12:00 AM

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Eloisa

6 months ago

Haha, option B sounds like a recipe for a data breach! I'd steer clear of that one if I were Ursa Major Solar.

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Justine

5 months ago

Yeah, we definitely don't want to compromise customer data.

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Dierdre

5 months ago

I agree, option B does sound risky.

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Erick

5 months ago

Yeah, we definitely don't want to compromise customer data.

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Galen

5 months ago

I agree, option B does sound risky.

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Chuck

6 months ago

Definitely, let's go with option A for now. It seems like a safer choice.

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Chandra

6 months ago

I agree, we can't afford a data breach. Let's focus on other options.

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Adell

6 months ago

Yeah, option B does seem risky. We need to prioritize security.

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Carli

7 months ago

Option C looks confusing. Public Read City setting doesn't seem relevant for this context.

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Lenita

7 months ago

But what about option B? Giving all voice agents Read All access could streamline operations.

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Elza

7 months ago

Option C seems a bit random and unrelated to the stated goals. Changing the org-wide sharing settings for Presence doesn't seem to address customer satisfaction or cost streamlining.

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Johnna

7 months ago

Hmm, I'm not sure about option B. Giving all voice agents read access to all data seems like a security risk. Wouldn't it be better to have more granular access controls?

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Alyce

6 months ago

Hmm, I'm not sure about option B. Giving all voice agents read access to all data seems like a security risk. Wouldn't it be better to have more granular access controls?

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Norah

6 months ago

A) Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

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Johna

7 months ago

True, and having senior agents handle the direct routing can improve customer experience.

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Catarina

7 months ago

I think option A is the best choice here. Omni-channel routing and experienced agents are key to handling seasonal peaks and improving customer satisfaction.

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