Salesforce Exam Salesforce Contact Center Topic 3 Question 20 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 20
Topic #: 3

[All Salesforce Contact Center Questions]

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.

Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can

be answered.

Which changes to the Contact Support form process should a consultant suggest to improve the response times?

AA Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

BUse a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

CAdd the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Show Suggested Answer

Suggested Answer: A

To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead. Reference: https://help.salesforce.com/

by Rikki at Sep 15, 2024, 09:40 PM

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Casandra

2 months ago

Haha, I like how the question mentions 'Ursa Major Solar' - sounds like a company from a sci-fi movie! But Option B is definitely the best choice here.

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Jimmie

2 months ago

I agree, using a record-triggered flow would definitely help streamline the process.

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Vince

2 months ago

That's a good point, Option B does seem like the most efficient solution.

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Venita

2 months ago

Option B) Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

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Jesusa

3 months ago

I prefer option B. Using a record-triggered flow can be more efficient in assigning cases based on keywords.

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Lelia

3 months ago

I'm not sure about adding a Type field to the Global Action. That seems like an unnecessary extra step. Option B is cleaner and more efficient.

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Frank

3 months ago

I agree with you, Sherell. Using Use Case Assignment rules will help streamline the process.

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Whitney

3 months ago

Option B seems like the way to go. Automating the case assignment based on keywords is a smart move to improve response times.

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Tran

2 months ago

It's a proactive approach that can really make a difference in reducing response times for customer inquiries.

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Floyd

2 months ago

That would definitely streamline the process and ensure cases are directed to the right department quickly.

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Skye

2 months ago

I agree, using a record-triggered flow to detect keywords and assign the case to a specialist queue sounds efficient.

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Santos

2 months ago

Option B seems like the way to go. Automating the case assignment based on keywords is a smart move to improve response times.

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Felice

2 months ago

I agree, using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword would definitely streamline the process.

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Evan

3 months ago

Option B seems like the way to go. Automating the case assignment based on keywords is a smart move to improve response times.

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Sherell

3 months ago

I think option A is the best choice.

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