Deal of The Day! Hurry Up, Grab the Special Discount - Save 25% - Ends In 00:00:00 Coupon code: SAVE25
Welcome to Pass4Success

- Free Preparation Discussions
Mail Us support@pass4success.com
Location US
Mob_nav_barsMENU

Salesforce Exam Salesforce Contact Center Topic 1 Question 22 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 22
Topic #: 1
[All Salesforce Contact Center Questions]

Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

Show Suggested Answer Hide Answer
Suggested Answer: B

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.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction. Reference: Salesforce Omni-Channel Management


by An at Sep 18, 2024, 08:27 PM

Limited Time Offer

25%

Off

Get Premium Salesforce Contact Center Questions as Interactive Web-Based Practice Test or PDF

Contribute your Thoughts:

Submit Cancel
Otis
3 days ago
I agree, a multi-faceted approach is key. Relying on a single tool might give you a limited view of the content's performance.
upvoted 0 times
...
Dortha
10 days ago
I prefer option B, as I believe internal quality assurance reviews are the most reliable method for content validation.
upvoted 0 times
...
Joanne
13 days ago
I agree with Florinda, having a multi-faceted approach is important for ensuring accuracy and accessibility.
upvoted 0 times
...
Lavonda
15 days ago
The correct answer is D. Using a combination of tools like Salesforce Reports, quality assurance reviews, and user feedback surveys provides a comprehensive approach to evaluating self-service content quality and user experience.
upvoted 0 times
...
Florinda
17 days ago
I think the answer is D, because it covers all aspects of content quality checks.
upvoted 0 times
...

Save Cancel