Salesforce Exam Salesforce Contact Center Topic 1 Question 18 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 18
Topic #: 1

[All Salesforce Contact Center Questions]

You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

AClearly disclosing the use of AI and providing options for human interaction when needed.

BTraining the virtual assistant on diverse customer data and common language variations for accuracy.

CMonitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.

DAll of the above, contributing to a responsible and trustworthy AI implementation for customer support.

Show Suggested Answer

Suggested Answer: B

For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.

by Elina at Sep 13, 2024, 01:13 PM

Limited Time Offer

25%

Off

Get Premium Salesforce Contact Center Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel

Yasuko

1 months ago

Hmm, I think A and D are the way to go. Transparency and taking a responsible approach are crucial for building trust. Plus, it's always good to have a fallback human option in case the AI assistant starts speaking in tongues or trying to sell me on cryptocurrency.

upvoted 0 times

...

Estrella

1 months ago

C is my pick. Monitoring the interactions and measuring the assistant's effectiveness is essential for continuous improvement. Gotta make sure the robot is doing its job, right? Although, maybe they should also measure how many customers end up throwing their phones at the wall in frustration.

upvoted 0 times

...

Melodie

1 months ago

I'd go with B. Training the assistant on diverse data and language variations is key for accurate and effective customer support. Otherwise, it'll be like asking Siri to understand my grandma's thick Southern accent.

upvoted 0 times

...

Alline

2 months ago

D, definitely D. All of those requirements contribute to a responsible and trustworthy AI implementation. Anything less would be like trying to hide the fact that your virtual assistant is powered by a hamster on a wheel.

upvoted 0 times

Tammara

4 days ago

C) Monitoring interactions and measuring the virtual assistant's effectiveness in resolving customer issues.

upvoted 0 times

...

Donette

6 days ago

B) Training the virtual assistant on diverse customer data and common language variations for accuracy.

upvoted 0 times

...

Timmy

9 days ago

A) Clearly disclosing the use of AI and providing options for human interaction when needed.

upvoted 0 times

...

2 months ago

I think option A is crucial for maintaining customer trust.

upvoted 0 times

...