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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

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Toi
1 months ago
This reminds me of the time my grandmother tried to use the self-checkout at the grocery store. Let's just say the user experience was... less than ideal.
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Marta
2 months ago
I'm partial to user feedback surveys. There's nothing better than getting direct input from the people using the knowledge articles.
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Pete
12 days ago
User 3: All of the above options provide a well-rounded approach to evaluating self-service content quality.
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Joni
18 days ago
User 2: I think quality assurance reviews by internal teams are also important for validating content accuracy.
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Herminia
28 days ago
User 1: I agree, user feedback surveys are crucial for getting direct input from customers.
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Jacob
2 months ago
Absolutely, you need to look at the data, the accuracy, and the user perspective to really understand how well the self-service functionality is working.
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Shannon
15 days ago
D) All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.
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Tori
28 days ago
C) User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
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Weldon
1 months ago
B) Quality assurance reviews by internal teams or external testing services to validate content accuracy.
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Britt
1 months ago
A) Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
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Otis
2 months 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.
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Dortha
2 months ago
I prefer option B, as I believe internal quality assurance reviews are the most reliable method for content validation.
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Joanne
2 months ago
I agree with Florinda, having a multi-faceted approach is important for ensuring accuracy and accessibility.
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Lavonda
2 months 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.
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Man
15 days ago
Yes, a multi-faceted approach is key to ensuring accurate and accessible content for users.
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Jacqueline
24 days ago
It's important to gather direct customer input through surveys and ratings as well.
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Jesusita
1 months ago
I agree, using multiple tools ensures a thorough evaluation of self-service functionality.
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Gabriele
2 months ago
I think the answer is D, it covers all aspects of content quality checks.
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Florinda
2 months ago
I think the answer is D, because it covers all aspects of content quality checks.
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