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Salesforce Exam Salesforce Contact Center Topic 3 Question 27 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam
Question #: 27
Topic #: 3
[All Salesforce Contact Center Questions]

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

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Suggested Answer: A

To meet the requirement of not applying escalation rules or milestones during holidays at the contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, 'A. Set up Support Holidays to specify holidays' is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules in the SLAs. Reference: Salesforce Support Holidays Setup


by Elli at Jan 26, 2025, 06:41 AM

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Mireya
2 months ago
Alright, time to put on my thinking cap. Option C seems like the most comprehensive solution, but let's be honest - who wants to deal with more rules? I'd go with A, keep it simple stupid.
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Alexia
2 months ago
Option A all the way! I mean, who doesn't love a good holiday? Setting up Support Holidays is like giving your agents a mini-vacation, without all the expense.
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Fairy
26 days ago
I think creating additional holiday rules in the SLAs could also be a good way to handle this requirement.
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Roslyn
29 days ago
C) Create additional holiday rules in the SLAs
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Gerardo
1 months ago
That sounds like a great idea! It would definitely help in ensuring that agents get the time off they deserve.
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Minna
1 months ago
That sounds like a great idea! It would definitely help in ensuring that agents get a break during holidays.
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Cherry
1 months ago
A) Set up Support Holidays to specify holidays.
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Micheline
1 months ago
A) Set up Support Holidays to specify holidays.
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Kasandra
2 months ago
I think option A is more straightforward and easier to implement, so I would go with that.
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Gianna
2 months ago
I'm not sure, I think creating additional holiday rules in the SLAs could also work.
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Kristofer
2 months ago
B) An Apex trigger might be a bit overkill for this scenario. Why introduce custom code when you can leverage the out-of-the-box Support Holidays feature? Seems like a no-brainer to me.
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Edgar
22 days ago
C) Create additional holiday rules in the SLAs
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Art
24 days ago
A) Exactly, using Support Holidays is a much simpler and more efficient solution.
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Ilene
1 months ago
B) An Apex trigger might be a bit overkill for this scenario. Why introduce custom code when you can leverage the out-of-the-box Support Holidays feature? Seems like a no-brainer to me.
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Cristy
2 months ago
A) Set up Support Holidays to specify holidays.
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Linsey
2 months ago
I agree with Nada, setting up Support Holidays makes the most sense.
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Nada
3 months ago
I think option A is the best choice.
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Mollie
3 months ago
C) Creating holiday rules in the SLAs seems like the most comprehensive approach. That way, you can handle everything in one place and ensure consistent enforcement across the board.
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Lawanda
3 months ago
A) Definitely the way to go! Setting up Support Holidays is the simplest and most straightforward solution. No need to overcomplicate things with triggers or additional rules.
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Maryln
2 months ago
B) I agree, setting up Support Holidays is the best option for this scenario. It's clear and easy to implement.
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Basilia
2 months ago
A) Definitely the way to go! Setting up Support Holidays is the simplest and most straightforward solution. No need to overcomplicate things with triggers or additional rules.
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