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Question 61 - Certified Contact Center discussion

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The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

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

Explanation:

Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, 'B. Case Management' is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.

Reference: Salesforce Case Management

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asked 23/09/2024
Instel SL
28 questions
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