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Question 47 - Certified Contact Center discussion

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The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

A.
Monitor case mentions of specific campaign keywords and track resolution times.
Answers
A.
Monitor case mentions of specific campaign keywords and track resolution times.
B.
Integrate social media platform data with Salesforce for customer journey analysis.
Answers
B.
Integrate social media platform data with Salesforce for customer journey analysis.
C.
Analyze call origin information and identify calls originating from social media campaigns.
Answers
C.
Analyze call origin information and identify calls originating from social media campaigns.
D.
Deploy sentiment analysis on customer interactions to gauge campaign reception.
Answers
D.
Deploy sentiment analysis on customer interactions to gauge campaign reception.
Suggested answer: B

Explanation:

Integrating social media platform data with Salesforce allows for a comprehensive analysis of the customer journey, including the impact of social media campaigns on Contact Center volume. This approach enables tracking specific interactions related to campaigns and assessing their influence on customer inquiries and case volumes. Thus, 'B. Integrate social media platform data with Salesforce for customer journey analysis' provides a strategic method to correlate social media activities with changes in contact center metrics.

Reference: Salesforce Social Studio

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asked 23/09/2024
So young Jang
27 questions
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