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Salesforce Exam Salesforce Contact Center Topic 2 Question 14 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 14
Topic #: 2
[All Salesforce Contact Center Questions]

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

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Suggested Answer: C

For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience. Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm


by Luann at Jul 17, 2024, 02:35 PM

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Timothy
29 days ago
D might be the fun option, but when it comes to enterprise reporting, I think I'd have to go with the reliable B. Gotta keep those stakeholders happy!
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Arlette
7 days ago
B) Utilize standard case fields and reporting tools to categorize and analyze data across the board.
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Haley
1 months ago
B all the way! Standardization is key, unless you want to end up in a analytics black hole.
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Janey
1 months ago
A sounds like a lot of custom work, and who has time for that? I'm with Jaclyn - B is the way to go. Keep it simple, keep it standard.
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Virgina
1 months ago
C is tempting, but I feel like that could quickly turn into a data management nightmare. Separate dashboards for everything? No thanks, I'll pass.
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Leontine
1 months ago
I like the sound of D - third-party tools can really take the analysis to the next level. Plus, who doesn't love some independent data structures and visualizations?
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Margery
2 days ago
User 1: I think B is the way to go, using standard case fields and reporting tools.
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Jaclyn
1 months ago
B seems like the most straightforward and efficient approach. Standardizing the data across case types and channels will make analysis so much easier.
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Lonna
12 days ago
Harris: Definitely, it will make tracking metrics much more efficient and effective.
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Harris
27 days ago
User 2: It's important to have a consistent way of categorizing and analyzing data across different channels.
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Monte
1 months ago
User 1: I agree, using standard case fields and reporting tools will definitely help with data standardization.
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Lenna
2 months ago
I prefer option A, custom reports provide more flexibility.
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Abel
2 months ago
I agree with Kris, using standard case fields is more efficient.
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Kris
2 months ago
I think option B is the best choice.
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