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Question 62 - Certified Contact Center discussion

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The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

A.
Develop custom formulas to calculate customer loyalty and contract value score.
Answers
A.
Develop custom formulas to calculate customer loyalty and contract value score.
B.
Configure case fields to capture customer tier and contract details for manual prioritization.
Answers
B.
Configure case fields to capture customer tier and contract details for manual prioritization.
C.
Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
Answers
C.
Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
D.
Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Answers
D.
Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Suggested answer: C

Explanation:

Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.

Reference: Salesforce Automation for Case Escalation

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asked 23/09/2024
Cesar Paredes
33 questions
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