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You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
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Question 8 - Certified Contact Center discussion

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The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

A.
Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
Answers
A.
Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
B.
Configure a Knowledge Base with searchable articles andFAQs for self-service options.
Answers
B.
Configure a Knowledge Base with searchable articles andFAQs for self-service options.
C.
Implement the Customer Community for forum discussions and support ticket submission.
Answers
C.
Implement the Customer Community for forum discussions and support ticket submission.
D.
Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
Answers
D.
Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
Suggested answer: A

Explanation:

Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, 'A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels' is the best option for achieving a single view of customer interactions across various communication platforms.

Reference: Salesforce Omni-Channel Routing

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asked 23/09/2024
Solange Castro
32 questions
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