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Salesforce Exam Salesforce Contact Center Topic 3 Question 5 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 5
Topic #: 3
[All Salesforce Contact Center Questions]

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

Show Suggested Answer Hide Answer
Suggested Answer: A

For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.


by Darci at Apr 23, 2024, 09:18 PM

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Naomi
7 months ago
True, and Einstein Bots could help with efficiency.
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Burma
7 months ago
What about Option B? Omni-Channel could be useful.
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Matthew
7 months ago
I'm going with A. Service Cloud Voice and Omni-Channel are definitely the way to go for call center improvements.
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Aron
8 months ago
Service Cloud Voice and Service Console can help speed things up.
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Malinda
8 months ago
Hmm, I'm not sure about C. Einstein Boss? Sounds more like a supervillain than a Salesforce feature.
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Rhea
7 months ago
B) Case Classification, Omni-Channel, Einstein Bots
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Maile
7 months ago
A) Service Cloud Voice, Omni-Channel, Service Console
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Ronnie
7 months ago
B) Case Classification, Omni-Channel, Einstein Bots
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Vanda
7 months ago
A) Service Cloud Voice, Omni-Channel, Service Console
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Lenna
7 months ago
Yeah, I'm not so sure about C either. Einstein Boss does sound a bit suspicious.
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Una
7 months ago
I agree. Service Console is also a great feature for improving efficiency.
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Solange
7 months ago
I think A is the best option. Service Cloud Voice and Omni-Channel can really help with call handling.
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Cecil
8 months ago
Really? Why Option A?
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Aron
8 months ago
Yes, I think Option A is the best.
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Sonia
8 months ago
B looks good to me. Case Classification, Omni-Channel, and Einstein Bots seem like the right features to handle high call volumes.
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Raylene
7 months ago
Yes, Case Classification, Omni-Channel, and Einstein Bots would definitely help with high call volumes.
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Rana
7 months ago
I agree, B does seem like the best option for improving call handling efficiency.
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Moira
8 months ago
I think the answer is A. Service Cloud Voice, Omni-Channel, and Service Console would help improve call handling speed and efficiency.
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Stephaine
7 months ago
Having those features/capabilities would definitely make a difference in call handling for Ursa Major Solar.
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Elin
7 months ago
With Service Cloud Voice, Omni-Channel, and Service Console, UMS can better manage their customer interactions.
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Charisse
8 months ago
It's important for UMS to have the right tools in place to handle their high daily call volumes effectively.
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Youlanda
8 months ago
That combination would definitely improve the speed and efficiency of call handling for Ursa Major Solar.
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Salome
8 months ago
Service Cloud Voice can streamline call processes, Omni-Channel can distribute calls efficiently, and Service Console can provide a unified view.
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Felton
8 months ago
I agree, A) Service Cloud Voice, Omni-Channel, Service Console would definitely help with call handling.
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Pearly
9 months ago
Did everyone see the call handling improvement question?
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Linwood
9 months ago
I think B) could also be effective, especially with the use of Einstein Bots for automation.
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Latanya
9 months ago
What about B) Case Classification, Omni-Channel, Einstein Bots? Do you think that could work as well?
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Dorian
9 months ago
I agree. Service Cloud Voice can definitely help with managing call volumes efficiently.
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Linwood
9 months ago
I think A) Service Cloud Voice, Omni-Channel, Service Console would be the best option for improving call handling speed.
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