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Question 28 - Certified Contact Center discussion

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The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A.
Workflow Rules
Answers
A.
Workflow Rules
B.
Case Escalation Matrix
Answers
B.
Case Escalation Matrix
C.
Entitlement Management
Answers
C.
Entitlement Management
D.
Omni-Channel Routing
Answers
D.
Omni-Channel Routing
Suggested answer: A

Explanation:

Workflow Rules in Salesforce Contact Center are designed to automate actions based on specific criteria, such as automatically escalating cases when certain conditions are met. These rules can be set to trigger alerts, field updates, or other actions like sending emails, thereby streamlining the process of case management without manual intervention.

Workflow Rules automate tasks based on set criteria, ideal for repetitive tasks like case escalation.

Case Escalation Matrix and Entitlement Management can also be part of the escalation process but are more about defining the parameters and rights of escalation rather than automating them.

Omni-Channel Routing is used more for routing tasks to the right agent rather than automating task execution.

For more about setting up and managing Workflow Rules for case escalation, you can visit Salesforce Workflow Management.

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asked 23/09/2024
MM rahn
41 questions
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