Salesforce Exam Salesforce Contact Center Topic 2 Question 21 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 21
Topic #: 2

[All Salesforce Contact Center Questions]

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

AEdit the Case page layout to embed the Contact Details component on the Case page Pop action

BEdit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

CCreate an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Show Suggested Answer

Suggested Answer: B

To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.

by Lacey at Sep 15, 2024, 04:48 AM

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Dorinda

19 days ago

As a consultant, I'd want to make sure the agents can access the info they need with the least amount of clicks. A seems like the most straightforward solution.

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