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Question 9 - Certified Contact Center discussion

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Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

A.
Omni-Channel Routing
Answers
A.
Omni-Channel Routing
B.
Case Management
Answers
B.
Case Management
C.
Service Cloud Einstein
Answers
C.
Service Cloud Einstein
D.
Customer Community
Answers
D.
Customer Community
Suggested answer: C

Explanation:

Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive, and automated interactions across all channels. This tool allows for 24/7 omnichannel support with features like AI-driven recommendations, chatbots, and automated case routing, which significantly improve the personalization and efficiency of customer interactions. Thus, 'C. Service Cloud Einstein' best addresses the need for personalized 24/7 omnichannel support.

Reference: Salesforce Service Cloud Einstein

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asked 23/09/2024
Grégory CALIX
35 questions
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