ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org. Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

Question 4 - Certified Contact Center discussion

Report
Export

Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A.
Configure separate queues for each channel with specific business hours.
Answers
A.
Configure separate queues for each channel with specific business hours.
B.
Utilize dynamic agent availability and presence routing across all channels.
Answers
B.
Utilize dynamic agent availability and presence routing across all channels.
C.
Implement a third-party chat solution with 24/7 availability integration.
Answers
C.
Implement a third-party chat solution with 24/7 availability integration.
D.
Set automatic case deflection rules for common issues on chat after business hours.
Answers
D.
Set automatic case deflection rules for common issues on chat after business hours.
Suggested answer: A

Explanation:

Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.

Show Answer
asked 23/09/2024
gregory koontz
42 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms