Salesforce Exam Salesforce Contact Center Topic 2 Question 19 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 19
Topic #: 2

[All Salesforce Contact Center Questions]

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.

A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.

The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging

Which capability should a consultant recommend?

AThe Messaging for Agents guided flow in the Service Console

BQuick Texts for Messaging in the Service Console

CInteractive Messaging Components in the Service Connect

Show Suggested Answer

Suggested Answer: C

For enhancing the end-user experience with structured content in messaging channels, the consultant should recommend using Interactive Messaging Components in the Service Connect. This capability allows the deployment of rich, interactive content such as menus, lists, and cards within the messaging interface, providing a dynamic and engaging user experience. Interactive Messaging Components enable customers to interact with automated flows that can handle inquiries and transactions without needing live agent intervention, thereby ensuring consistency and speeding up service delivery. This feature is especially effective in Messaging for Web, In-App, and Enhanced Facebook messaging environments where interactive engagements can significantly enhance user satisfaction and operational efficiency. Reference: https://www.salesforce.com/products/service-cloud/features/

by Daisy at Sep 16, 2024, 08:31 AM

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Velda

7 months ago

The Messaging for Agents guided flow in the Service Console seems like a logical choice to recommend. It aligns well with the goal of providing a rich end-user experience.

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Felicitas

7 months ago

Haha, the 'centipen' options made me chuckle. I guess they're going for a 'centipede' vibe, but it just sounds a bit silly.

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Audry

5 months ago

A: I think Interactive Messaging Components in the Service Connect could be the way to go.

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Graham

5 months ago

B: Yeah, it does! But let's focus on the options, which one do you think is the best?

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Royal

6 months ago

A: I know right, 'centipen' sounds funny!

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Ludivina

7 months ago

Interactive Messaging Components in the Service Connect sounds interesting, but I'm not sure it's the best fit for addressing the specific problem described here.

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Frank

7 months ago

That's a good point, but I still think option A would be more practical for addressing the issue of long response times.

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Goldie

7 months ago

I agree, the record-triggered flow seems like the most effective way to handle this. It'll provide a consistent and faster service experience for the end users.

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Deeann

6 months ago

C) Interactive Messaging Components in the Service Connect

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Andra

7 months ago

B) Quick Texts for Messaging in the Service Console

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Judy

7 months ago

A) The Messaging for Agents guided flow in the Service Console

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Denny

7 months ago

The record-triggered flow approach sounds like a great solution to address the issue of long response times. I like how it can automatically assign cases to the right specialist queue based on keywords.

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