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Salesforce Exam Salesforce Contact Center Topic 1 Question 17 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 17
Topic #: 1
[All Salesforce Contact Center Questions]

The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

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Suggested Answer: C

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations. Reference: https://help.salesforce.com/


by Dolores at Sep 09, 2024, 02:09 AM

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Terrilyn
13 days ago
Well, Genesys Cloud CX is a contact center platform, but I don't think it has the advanced AI capabilities required for this task. C) Google Cloud AI is the way to go.
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Anglea
14 days ago
Haha, Zendesk? That's for ticketing, not sentiment analysis. Give me C) Google Cloud AI any day!
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Loren
2 days ago
I agree, Google Cloud AI has some powerful tools for real-time sentiment analysis.
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Bettina
7 days ago
Yeah, Zendesk is definitely not the right choice for sentiment analysis. Google Cloud AI is the way to go.
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Ruth
24 days ago
Zoom? Really? That's for video conferencing, not call center analytics. I'd go with C) Google Cloud AI.
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Eura
9 days ago
I agree, Google Cloud AI has more advanced capabilities for call center analytics.
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Chana
15 days ago
Google Cloud AI would be a better option for real-time sentiment analysis.
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Veronica
1 months ago
I'm not sure, but Google Cloud AI could also be a good choice for real-time sentiment analysis.
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Bettina
1 months ago
Hmm, I would say C) Google Cloud AI seems like the most relevant option for real-time sentiment analysis during calls.
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Kami
19 hours ago
Zendesk is more focused on customer support, so I don't think it would be the best option for real-time sentiment analysis.
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Ruthann
4 days ago
Zoom might not be the best choice for real-time sentiment analysis during calls.
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King
5 days ago
I think Genesys Cloud CX could also be a good option for real-time sentiment analysis.
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Marci
8 days ago
I think Genesys Cloud CX could also be a good option for this kind of integration.
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Eun
9 days ago
I agree, Google Cloud AI would be a great choice for real-time sentiment analysis.
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Azalee
16 days ago
I agree, Google Cloud AI is known for its advanced AI capabilities.
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Berry
2 months ago
I agree with Celestina. Genesys Cloud CX has advanced features for analyzing customer sentiment during calls.
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Celestina
2 months ago
I think Genesys Cloud CX would be the best option for real-time sentiment analysis.
upvoted 0 times
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