Salesforce Exam Salesforce Contact Center Topic 3 Question 5 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 5
Topic #: 3

[All Salesforce Contact Center Questions]

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

AService Cloud Voice, Omni-Channel, Service Console

BCase Classification, Omni-Channel, Einstein Bots

CService Cloud Voice, Feedback Management, Einstein Boss

Show Suggested Answer

Suggested Answer: A

For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.

by Darci at Apr 23, 2024, 09:18 PM

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Naomi

1 years ago

True, and Einstein Bots could help with efficiency.

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Burma

1 years ago

What about Option B? Omni-Channel could be useful.

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Matthew

1 years ago

I'm going with A. Service Cloud Voice and Omni-Channel are definitely the way to go for call center improvements.

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Aron

1 years ago

Service Cloud Voice and Service Console can help speed things up.

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Malinda

1 years ago

Hmm, I'm not sure about C. Einstein Boss? Sounds more like a supervillain than a Salesforce feature.

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Rhea

12 months ago

B) Case Classification, Omni-Channel, Einstein Bots

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Maile

12 months ago

A) Service Cloud Voice, Omni-Channel, Service Console

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Ronnie

1 years ago

B) Case Classification, Omni-Channel, Einstein Bots

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Vanda

1 years ago

A) Service Cloud Voice, Omni-Channel, Service Console

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Lenna

1 years ago

Yeah, I'm not so sure about C either. Einstein Boss does sound a bit suspicious.

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Una

1 years ago

I agree. Service Console is also a great feature for improving efficiency.

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Solange

1 years ago

I think A is the best option. Service Cloud Voice and Omni-Channel can really help with call handling.

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Cecil

1 years ago

Really? Why Option A?

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Aron

1 years ago

Yes, I think Option A is the best.

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Sonia

1 years ago

B looks good to me. Case Classification, Omni-Channel, and Einstein Bots seem like the right features to handle high call volumes.

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Raylene

1 years ago

Yes, Case Classification, Omni-Channel, and Einstein Bots would definitely help with high call volumes.

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Rana

1 years ago

I agree, B does seem like the best option for improving call handling efficiency.

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Moira

1 years ago

I think the answer is A. Service Cloud Voice, Omni-Channel, and Service Console would help improve call handling speed and efficiency.

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Stephaine

1 years ago

Having those features/capabilities would definitely make a difference in call handling for Ursa Major Solar.

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Elin

1 years ago

With Service Cloud Voice, Omni-Channel, and Service Console, UMS can better manage their customer interactions.

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Charisse

1 years ago

It's important for UMS to have the right tools in place to handle their high daily call volumes effectively.

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Youlanda

1 years ago

That combination would definitely improve the speed and efficiency of call handling for Ursa Major Solar.

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Salome

1 years ago

Service Cloud Voice can streamline call processes, Omni-Channel can distribute calls efficiently, and Service Console can provide a unified view.

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Felton

1 years ago

I agree, A) Service Cloud Voice, Omni-Channel, Service Console would definitely help with call handling.

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Pearly

1 years ago

Did everyone see the call handling improvement question?

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Linwood

1 years ago

I think B) could also be effective, especially with the use of Einstein Bots for automation.

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Latanya

1 years ago

What about B) Case Classification, Omni-Channel, Einstein Bots? Do you think that could work as well?

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Dorian

1 years ago

I agree. Service Cloud Voice can definitely help with managing call volumes efficiently.

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Linwood

1 years ago

I think A) Service Cloud Voice, Omni-Channel, Service Console would be the best option for improving call handling speed.

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