Salesforce Exam Salesforce Contact Center Topic 3 Question 15 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 15
Topic #: 3

[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 Coral at Aug 04, 2024, 10:55 AM

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Veronika

3 months ago

I think option C is also important as it will improve communication and coordination among agents.

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Jesusita

3 months ago

But having a smooth routing flow is crucial for customer satisfaction and loyalty.

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Nicolette

3 months ago

I disagree, I believe option B is more important as it will give agents access to all necessary data.

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Jesusita

3 months ago

I think option A is the best choice because it will help in routing calls efficiently.

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Shelba

3 months ago

I see your point, Harris, but I think option C is crucial for enhancing customer satisfaction through improved communication.

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Carylon

4 months ago

I'm leaning towards A as well. Gotta love that 'direct to agent' flow - it's like a fast lane for the VIPs of customer service!

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Merilyn

2 months ago

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

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Harrison

2 months ago

I agree, A sounds like the best option for enhancing customer satisfaction and loyalty.

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Charlene

2 months ago

C) Update the organization-wide sharing setting for use Presence to Public Read City

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Ruth

2 months ago

B) Assign Read All data access to all voice agents

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Sarah

3 months ago

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

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Harris

4 months ago

I disagree, I believe option B is more important as it will provide agents with access to all necessary data.

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France

4 months ago

I'm going with A. Putting the seasoned agents on the direct to agent routing is a no-brainer. They'll keep the customers happy and help streamline costs.

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Dianne

4 months ago

Option C is interesting, but I'm not sure how sharing the city presence would help with the stated goals. Seems a bit tangential.

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Ashleigh

3 months ago

B) Assign Read All data access to all voice agents

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Gerry

3 months ago

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

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Caren

4 months ago

Option B seems a bit overkill. Giving all agents read access to all data could raise security and privacy concerns.

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Denae

3 months ago

C) Update the organization-wide sharing setting for use Presence to Public Read City

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Cecilia

4 months ago

B) Assign Read All data access to all voice agents

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Kimi

4 months ago

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

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Felicia

4 months ago

I think option A is the best choice because it will help in routing calls efficiently.

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Shelia

4 months ago

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

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