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Salesforce Exam Salesforce Contact Center Topic 2 Question 14 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 14
Topic #: 2
[All Salesforce Contact Center Questions]

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

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Suggested Answer: C

For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience. Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm


by Luann at Jul 17, 2024, 02:35 PM

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Lenna
16 days ago
I prefer option A, custom reports provide more flexibility.
upvoted 0 times
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Abel
18 days ago
I agree with Kris, using standard case fields is more efficient.
upvoted 0 times
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Kris
23 days ago
I think option B is the best choice.
upvoted 0 times
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