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Question 75 - Certified Contact Center discussion

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The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A.
Integrate with a third-party survey platform for customization and detailed analysis.
Answers
A.
Integrate with a third-party survey platform for customization and detailed analysis.
B.
Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
Answers
B.
Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
C.
Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
Answers
C.
Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
D.
Develop custom case fields and workflows to capture and track customer feedback internally.
Answers
D.
Develop custom case fields and workflows to capture and track customer feedback internally.
Suggested answer: B

Explanation:

Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, 'B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure' is the most beneficial feedback mechanism for capturing customer opinions and improving service.

Reference: Salesforce Surveys

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asked 23/09/2024
Artem Masin
28 questions
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