Salesforce Exam Salesforce Contact Center Topic 3 Question 11 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 11
Topic #: 3

[All Salesforce Contact Center Questions]

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

AA Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

BSet up the After Conversation Work component so that an agent has time
to write a summary of the call before being assigned new inbound calls
again.

CInstruct agents to update their Presence Status to unavailable every time
they finish plane and put their status back to available' after wrapping up

Show Suggested Answer

Suggested Answer: B

To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments. Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

by Marica at Jun 24, 2024, 02:37 PM

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Rima

5 months ago

Haha, imagine an agent accidentally getting stuck in 'unavailable' mode and having to send up smoke signals to get back online!

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Larae

4 months ago

Haha, that would be quite the predicament! Hopefully, they have a backup plan in place.

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Muriel

4 months ago

C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

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Kristel

5 months ago

B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

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Juan

5 months ago

A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

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Avery

5 months ago

Option A is an interesting idea, but I worry it might be overkill. Automating presence changes could introduce unnecessary complications.

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Noah

5 months ago

I personally think option C is the most practical solution.

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Dottie

5 months ago

Option C feels a bit clunky. Constantly changing availability status could get confusing and disrupt the overall call flow.

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Catarina

4 months ago

B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

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Tula

4 months ago

A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

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Catina

6 months ago

I disagree, I believe option B is more effective.

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Kassandra

6 months ago

I think option A is the best choice.

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Ronny

6 months ago

I like the idea of the After Conversation Work component in Option B. It gives agents that extra time to document the call details.

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Malcom

5 months ago

I agree, giving agents that extra time to document the call details can really make a difference in resolving this challenge.

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Glennis

5 months ago

Option B sounds like a great solution. It would definitely help agents keep track of call details.

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Tran

6 months ago

Option B seems like the most straightforward solution. It allows agents to focus on summarizing the call without disrupting the workflow.

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Elena

5 months ago

It's important to give agents the time and space to document important details from the call, so they can provide better service in the future.

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Theodora

5 months ago

I agree, setting up the After Conversation Work component would definitely help agents take the time to write a summary before moving on to the next call.

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Gladys

5 months ago

Option B seems like the most straightforward solution. It allows agents to focus on summarizing the call without disrupting the workflow.

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