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Salesforce Exam Salesforce Contact Center Topic 3 Question 27 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 27
Topic #: 3
[All Salesforce Contact Center Questions]

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

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Nada
6 days ago
I think option A is the best choice.
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Mollie
6 days ago
C) Creating holiday rules in the SLAs seems like the most comprehensive approach. That way, you can handle everything in one place and ensure consistent enforcement across the board.
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Lawanda
7 days ago
A) Definitely the way to go! Setting up Support Holidays is the simplest and most straightforward solution. No need to overcomplicate things with triggers or additional rules.
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a