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Salesforce Exam Salesforce Contact Center Topic 2 Question 6 Discussion
Topic #: 2
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see
wait times when starting an interaction. They also want to allow a banner to
inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
To enhance the customer experience for Messaging for Web, several configurations are needed:
Business Hours: Must be active to inform customers about service availability during specific hours.
Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.
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