Salesforce Exam Salesforce Contact Center Topic 2 Question 21 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 21
Topic #: 2

[All Salesforce Contact Center Questions]

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

AEdit the Case page layout to embed the Contact Details component on the Case page Pop action

BEdit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

CCreate an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Show Suggested Answer

Suggested Answer: B

To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.

by Lacey at Sep 15, 2024, 04:48 AM

Limited Time Offer

25%

Off

Get Premium Salesforce Contact Center Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Dorinda

2 months ago

As a consultant, I'd want to make sure the agents can access the info they need with the least amount of clicks. A seems like the most straightforward solution.

upvoted 0 times

Mari

18 days ago

C) Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

upvoted 0 times

...

Kate

19 days ago

A seems like the most straightforward solution.

upvoted 0 times

...

Youlanda

20 days ago

B) Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

upvoted 0 times

...

Roslyn

1 months ago

A) Edit the Case page layout to embed the Contact Details component on the Case page Pop action

upvoted 0 times

...

Howard

2 months ago

Haha, I bet the agents are like, 'Come on, just show me the Contact already!' Option A is the way to go, for sure.

upvoted 0 times

Remona

1 months ago

It would save time and make the process more efficient.

upvoted 0 times

...

India

1 months ago

Definitely, embedding the contact details on the case page would help.

upvoted 0 times

...

Lennie

1 months ago

Yeah, agents want to see the contact right away.

upvoted 0 times

...

Erasmo

2 months ago

B sounds like a good idea, but I'm not sure if it's the most efficient. Wouldn't it be better to keep the Case and Contact on the same page?

upvoted 0 times

...

Pearlene

2 months ago

I think C is the way to go. Creating an Omni-Channel flow to automatically focus on the Contact record is a more robust solution.

upvoted 0 times

Hui

1 months ago

B) Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

upvoted 0 times

...

Geoffrey

1 months ago

C) Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

upvoted 0 times

...

Louvenia

2 months ago

A) Edit the Case page layout to embed the Contact Details component on the Case page Pop action

upvoted 0 times

...

Janet

2 months ago

That's a good point, option C could definitely streamline the process for agents. It's worth considering during the exam.

upvoted 0 times

...

Vincenza

2 months ago

I disagree, I believe option C is more efficient as it adds the contact as the focused record using the Configure Screen.

upvoted 0 times

...

Elza

2 months ago

Definitely option A. Embedding the Contact Details component on the Case page makes the most sense to streamline the workflow.

upvoted 0 times

Bok

2 months ago

Yes, embedding the Contact Details on the Case page is the way to go.

upvoted 0 times

...

Linn

2 months ago

I agree, having the Contact Details component easily accessible will improve efficiency.

upvoted 0 times

...

Ettie

2 months ago

Option A is the best choice. It will save time for the agents.

upvoted 0 times

...

Janet

3 months ago

I think option A is the best choice because it will make it easier for agents to access contact details quickly.

upvoted 0 times

...