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Salesforce Exam Salesforce Contact Center Topic 1 Question 12 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 12
Topic #: 1
[All Salesforce Contact Center Questions]

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours

Which set of functionalities should the consultant research in this case?

Show Suggested Answer Hide Answer
Suggested Answer: C

For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience. Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm


by Kristeen at Jun 29, 2024, 11:29 AM

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Winfred
4 months ago
I see your point, Mammie, but I think Messaging for Web and Embedded Service would be the best option for verified customers to continue the conversation.
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Dana
4 months ago
Hold up, did someone say 'business hours'? I'm pretty sure my clients expect 24/7 service. Maybe we should just lock the clients in the chat room until the work day is done. Problem solved!
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Herman
3 months ago
B) Web to Chat and Embedded Service
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Lottie
4 months ago
A) Messaging for Web and Einstein Bots
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Mammie
4 months ago
I believe Web to Chat and Embedded Service could also work for this scenario.
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Annett
4 months ago
I agree with Rhea, those functionalities would allow verified customers to start a chat and continue during business hours.
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Rhea
4 months ago
I think the consultant should research Messaging for Web and Einstein Bots.
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Yvette
4 months ago
Hmm, I'm not so sure. This sounds like a job for the Einstein Bots! Option A all the way, baby!
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Nan
4 months ago
I agree with Osvaldo, but I also think Option C could work. Messaging for Web and Embedded Service would provide similar functionality, and might be worth considering as well.
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Kristeen
4 months ago
I agree with you, Option A seems like the most suitable choice for this scenario.
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Cristen
4 months ago
I think Option A is the best choice. Messaging for Web and Einstein Bots would provide the necessary functionalities for verified customers to start a chat and continue the conversation during business hours.
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Osvaldo
5 months ago
Option B seems to be the right choice here. Web to Chat and Embedded Service would allow the verified customers to start a chat and continue the conversation, while also enforcing the business hours restriction.
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Glenn
4 months ago
Yes, Web to Chat and Embedded Service would be the best choice for this case.
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Lemuel
4 months ago
I agree, option B covers all the necessary functionalities for this scenario.
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