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Question 27 - Certified Contact Center discussion

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The customer wants to offer self-service options for simple issues. Which functionality empowers this?

A.
Knowledge Base
Answers
A.
Knowledge Base
B.
Einstein Bots
Answers
B.
Einstein Bots
C.
Web Service API
Answers
C.
Web Service API
D.
Process Builder
Answers
D.
Process Builder
Suggested answer: B

Explanation:

Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability for enabling self-service in Salesforce Contact Center. These bots can handle routine requests, provide answers from the Knowledge Base, and even execute simple tasks, reducing the need for direct human intervention and speeding up response times for customers.

Other options like Knowledge Base, Web Service API, and Process Builder also support self-service in various ways:

Knowledge Base allows customers to find answers themselves but lacks interactive engagement.

Web Service API could technically be used to integrate external self-service solutions but isn't a direct self-service tool.

Process Builder automates processes but does not directly interact with customers.

Einstein Bots are specifically designed for interactive, automated customer engagement, making them the best fit for empowering self-service in a Salesforce Contact Center. Detailed information on implementing and optimizing Einstein Bots can be accessed at Salesforce Einstein Bots.

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asked 23/09/2024
annalise ramdin
36 questions
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