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Salesforce Exam Salesforce Contact Center Topic 3 Question 11 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 11
Topic #: 3
[All Salesforce Contact Center Questions]

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

Show Suggested Answer Hide Answer
Suggested Answer: B

To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments. Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm


by Marica at Jun 24, 2024, 02:37 PM

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Rima
6 months ago
Haha, imagine an agent accidentally getting stuck in 'unavailable' mode and having to send up smoke signals to get back online!
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Larae
5 months ago
Haha, that would be quite the predicament! Hopefully, they have a backup plan in place.
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Muriel
5 months ago
C) Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
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Kristel
6 months ago
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
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Juan
6 months ago
A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
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Avery
7 months ago
Option A is an interesting idea, but I worry it might be overkill. Automating presence changes could introduce unnecessary complications.
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Noah
7 months ago
I personally think option C is the most practical solution.
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Dottie
7 months ago
Option C feels a bit clunky. Constantly changing availability status could get confusing and disrupt the overall call flow.
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Catarina
6 months ago
B) Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
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Tula
6 months ago
A) A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
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Catina
7 months ago
I disagree, I believe option B is more effective.
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Kassandra
7 months ago
I think option A is the best choice.
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Ronny
7 months ago
I like the idea of the After Conversation Work component in Option B. It gives agents that extra time to document the call details.
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Malcom
6 months ago
I agree, giving agents that extra time to document the call details can really make a difference in resolving this challenge.
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Glennis
6 months ago
Option B sounds like a great solution. It would definitely help agents keep track of call details.
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Tran
7 months ago
Option B seems like the most straightforward solution. It allows agents to focus on summarizing the call without disrupting the workflow.
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Elena
6 months ago
It's important to give agents the time and space to document important details from the call, so they can provide better service in the future.
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Theodora
6 months ago
I agree, setting up the After Conversation Work component would definitely help agents take the time to write a summary before moving on to the next call.
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Gladys
7 months ago
Option B seems like the most straightforward solution. It allows agents to focus on summarizing the call without disrupting the workflow.
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