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Salesforce Exam Salesforce Contact Center Topic 1 Question 4 Discussion
Topic #: 1
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
Offers features like call recording, transcription, and click-to-dial for
faster call handling.
2. Omni-Channel:
Intelligently routes calls to the most qualified agents based on skills,
availability, and workload, ensuring faster issue resolution.
Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and
every case separately, which takes a line amount of time. They would like
to be able to collect these cases together and y message that would be
received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.
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