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Salesforce Exam Salesforce Contact Center Topic 2 Question 6 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 6
Topic #: 2
[All Salesforce Contact Center Questions]

The most suitable Service Cloud Voice feature for Ursa Major Solar to

protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see

wait times when starting an interaction. They also want to allow a banner to

inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

Show Suggested Answer Hide 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 Flo at Apr 19, 2024, 09:55 PM

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Eladia
5 months ago
Hmm, I feel like this question is just trying to trick us. I'm going with C, because who doesn't love a little 'Lite Shoe class' in their life?
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Alayna
5 months ago
Alright, time to channel my inner Sherlock Holmes and crack this case. I'm going with B, the 'Estimated Wait Time' feature is key here.
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Jacquelyne
4 months ago
Yeah, I agree. It's crucial for customers to know how long they'll have to wait.
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Carylon
5 months ago
I think B is the right choice, the 'Estimated Wait Time' feature is important.
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Devora
6 months ago
This is a tough one, but I think B is the way to go. I mean, who doesn't love a little Omni-Channel Queue action, am I right?
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Lorean
6 months ago
Wait, do we get bonus points for making the exam proctor laugh? I'm going with C, just to keep things interesting.
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Colene
5 months ago
I'm not sure about C, maybe we should consider A or B instead.
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Anika
5 months ago
I think C sounds good, let's go with that.
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Arletta
6 months ago
Hmm, gotta love these tricky Service Cloud Voice questions. I'm leaning towards A, but I might need to double-check the documentation just to be sure.
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Chanel
5 months ago
Yeah, A looks like the best fit based on the client's requirements. It's always good to double-check the documentation though.
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Barbra
5 months ago
I agree, A seems like the most comprehensive choice for the required configurations.
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Cherrie
6 months ago
I think A is the correct option. It covers all the necessary configurations for the solution.
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Mee
6 months ago
Right, B it is then. Covers all configurations needed.
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Tayna
6 months ago
Yeah, B looks comprehensive. It should cover banner setup outside business hours too.
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Felix
6 months ago
Option B mentions everything: Business Hours, Omni-Channel Queue, and Wait Time.
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Adelina
6 months ago
Haha, this question is like a game of 'guess the right answer'! I'm going with B - it just sounds like the most comprehensive solution.
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Ashleigh
6 months ago
Yeah, B covers all the necessary configurations for the solution.
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Rikki
6 months ago
I agree, B does seem like the most comprehensive option.
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Melina
6 months ago
Yeah, B covers all the necessary configurations for the solution.
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Mable
6 months ago
I think B is the best choice too, it covers all the bases.
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Cammy
6 months ago
Yeah, B covers all the necessary configurations for the solution.
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Frederica
6 months ago
I agree, B does seem like the most comprehensive option.
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Nettie
6 months ago
I agree, B does seem like the most comprehensive option.
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Felton
7 months ago
Agreed. But what about the Messaging for Web part? Active Business Hours?
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Mee
7 months ago
Definitely. 'Pause/Resume Call Recording' seems to suit the first part.
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Tayna
7 months ago
I think the question is pretty clear regarding securing customer info.
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Trina
8 months ago
That sounds right. It's important to set up those parameters to meet the client's needs.
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Alfred
8 months ago
I think the required configurations would include Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow.
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Stephanie
8 months ago
A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours. What are some of the required configurations in this solution?
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Trina
8 months ago
I agree. It's important to have that level of control over sensitive information.
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Alfred
8 months ago
I think the most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is Pause/Resume Call Recording.
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