Salesforce Exam Salesforce Contact Center Topic 1 Question 22 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 22
Topic #: 1

[All Salesforce Contact Center Questions]

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

ASalesforce Reports with filters for user searches and article views to assess popularity and engagement.

BQuality assurance reviews by internal teams or external testing services to validate content accuracy.

CUser feedback surveys and rating systems on Knowledge articles to gather direct customer input.

DAll of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

Show Suggested Answer

Suggested Answer: B

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management

by An at Sep 18, 2024, 08:27 PM

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Florinda

1 days ago

I think the answer is D, because it covers all aspects of content quality checks.

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