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Salesforce Exam Salesforce Contact Center Topic 1 Question 16 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 16
Topic #: 1
[All Salesforce Contact Center Questions]

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:

During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook

page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.

Which set of solutions should the consultant recommend for all the criteria to met?

Show Suggested Answer Hide Answer
Suggested Answer: B

For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.


Contribute your Thoughts:

Lizette
1 months ago
I'm with the crowd on this one - Digital Engagement and Social Studio is the way to go. Keeps the social media management in-house and avoids the case creation headache.
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Leonora
2 months ago
Haha, the client wants to let customers post on their Facebook page? That's like giving a monkey a loaded gun - what could go wrong? Anyway, option B looks like the way to go.
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Sabra
2 months ago
This is a tough one, but I think B is the best choice. The client wants to engage on social media, and Digital Engagement and Social Studio seems to cover all their requirements.
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Francoise
13 days ago
I still think B is the best choice, it covers all the client's requirements for their social media strategy.
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Isabelle
22 days ago
C might be a good choice too, as it includes Digital Engagement and an ISV partner solution.
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Sharika
25 days ago
Yeah, B seems to be the most comprehensive solution for the client's needs.
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Isabelle
28 days ago
I think A could also work, but B covers all the client's requirements.
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Muriel
1 months ago
I agree, B seems like the best option for this scenario.
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Cyndy
1 months ago
I think A could also work since it includes Social Customer Service, which is important for engaging on social media.
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Fidelia
2 months ago
I agree, B seems like the most comprehensive option for the client's needs.
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Rikki
2 months ago
I think option C might be the best choice, considering the client's requirements.
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Nguyet
2 months ago
I'd go with option B - Digital Engagement and Social Studio. Allows them to manage their social media presence and respond to customers without the overhead of creating cases for every interaction.
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Annmarie
1 months ago
User 2
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Herman
1 months ago
User 1
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Laine
2 months ago
The Customer Service template seems like a good fit for the client's needs. They want to engage with customers on social media, but don't want to create a case for every comment. Digital Engagement and Social Studio sounds like the way to go.
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Charlena
2 months ago
B) Digital Engagement and Social Studio
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France
2 months ago
A) Social Customer Service and ISV partner solution
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Cristy
2 months ago
I'm not sure, I think option B could also be a good choice.
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Sage
3 months ago
I agree with Shantay, option A seems to meet all the criteria.
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Shantay
3 months ago
I think the consultant should recommend option A.
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