Salesforce Exam Salesforce Contact Center Topic 3 Question 28 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 28
Topic #: 3

[All Salesforce Contact Center Questions]

Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

ACase Assignment Rules defining criteria for routing cases to specific queues or agents.

BProcess Builder sequences triggering automated case creation and assignment based on data triggers.

CEscalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

DAll of the above, working together for dynamic case assignment and escalation based on context and priority.

Show Suggested Answer

Suggested Answer: A, B, C

Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience. Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

by Annice at Feb 06, 2025, 02:19 PM

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Aide

8 days ago

Wow, D really does cover all the bases! This question is testing our understanding of the different case management tools in a holistic way.

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Derick

12 days ago

I'm leaning towards D as well. The combination of case assignment rules, process automation, and escalation rules provides a comprehensive solution for managing cases efficiently.

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Antonio

13 days ago

I think D is the correct answer. The features mentioned in A, B, and C all work together to enable dynamic case assignment and escalation based on the specific needs and priority of each case.

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