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Salesforce Exam Salesforce Contact Center Topic 4 Question 2 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 2
Topic #: 4
[All Salesforce Contact Center Questions]

Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.

An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.

What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

Show Suggested Answer Hide Answer
Suggested Answer: C

To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.


Contribute your Thoughts:

Thersa
6 months ago
I'm all about that Case Hierarchy life. It's like a family tree, but for customer cases. Much easier to navigate than the wild west of Case Comments.
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Gaynell
5 months ago
I agree, Case Comments can get messy. Case Hierarchy keeps everything in order and easy to follow.
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Leontine
5 months ago
Chatter is good for quick communication, but for organizing cases, Case Hierarchy is the best option.
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Kristine
5 months ago
Case Hierarchy is definitely the way to go. It organizes everything in a clear and structured manner.
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Bobbie
6 months ago
I agree, Case Comments can get messy. Case Hierarchy keeps everything in order and easy to follow.
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Donte
6 months ago
I agree, Case Comments can get messy. Case Hierarchy keeps things clear and easy to follow.
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Annalee
6 months ago
Case Hierarchy is definitely the way to go. It organizes everything in a clear and structured way.
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Brittani
6 months ago
Case Hierarchy is definitely the way to go. It organizes everything neatly.
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Casandra
7 months ago
Case Hierarchy is the way to go. It's like organizing your sock drawer - everything has its place, and you can easily find what you're looking for.
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Raina
7 months ago
Haha, I bet the insurance company wishes they had a 'Confusion-B-Gone' button to fix this problem. But in all seriousness, I agree that Case Hierarchy is the way to go.
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Peggie
6 months ago
Case Hierarchy is definitely the best option here.
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Cyndy
6 months ago
I agree, it will make it much easier to follow the customer's case.
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Stephaine
6 months ago
C) Case Hierarchy
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Jackie
6 months ago
B) Case Comments
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Moira
6 months ago
A) Chatter
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Carlton
7 months ago
True, and it directly relates cases, which stays consistent with original customer issue.
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Vallie
7 months ago
Comments are good, but they might become cluttered. Case Hierarchy organizes better.
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Keneth
7 months ago
Case Comments seems like the obvious choice here. It allows you to keep all the relevant information in one place, making it easier to follow the case history.
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Paris
7 months ago
I'm torn between Case Hierarchy and Case Comments. Aren't comments helpful to keep a record?
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Diego
7 months ago
I think the correct answer is Case Hierarchy. It's the most intuitive way to keep track of all the related communications within a customer case.
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Ryann
5 months ago
It ensures all information is organized and accessible.
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Lizette
5 months ago
That makes it easier to follow the communication flow.
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Kathryn
6 months ago
It provides a structured way to link related cases.
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Lisbeth
6 months ago
Case Hierarchy is the correct answer.
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Mee
6 months ago
C) Case Hierarchy
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Rosamond
7 months ago
B) Case Comments
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Gracia
7 months ago
A) Chatter
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Amber
7 months ago
Case Hierarchy sounds sensible. It simplifies tracking related cases under a main case.
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Carlton
7 months ago
Yeah, definitely a complex one. I think Case Hierarchy might make tracking easier.
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Ramonita
7 months ago
This question seems a bit tricky. What do you all think is the best option?
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Walton
8 months ago
I think Case Comments might not provide as clear of a structure as Case Hierarchy.
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Gennie
8 months ago
What about using Case Comments instead?
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Latia
8 months ago
Agreed, Case Hierarchy would make it easier to follow the common thread.
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Walton
8 months ago
I think the consultant should utilize Case Hierarchy.
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