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Salesforce Exam Salesforce Contact Center Topic 4 Question 2 Discussion
Topic #: 4
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.
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