Salesforce Exam Salesforce Contact Center Topic 2 Question 25 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 25
Topic #: 2

[All Salesforce Contact Center Questions]

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?

ASet up the organization's default business hours and create an escalation
rule where the case matches the criteria associated with different business
hours.

BCreate an Apex trigger that checks the default business hours and the
business hours on an escalation.

CSet up the organization's default business hours and set up another set of
business ho the second option

Show Suggested Answer

Suggested Answer: A

Universal Containers can configure their escalation process for cases outside of business hours by setting up the organization's default business hours and creating escalation rules that trigger based on those hours. This setup allows the system to automatically escalate cases to the appropriate team or individual when a customer issue arises after regular business hours, ensuring timely support even when the primary team is off duty.

by Nada at Dec 05, 2024, 04:22 PM

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16 days ago

Option A is the way to go. Escalation rules are the simplest way to handle this scenario and ensure customers get the support they need, even outside of normal business hours.

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