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Question 84 - Certified Contact Center discussion

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Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A.
Salesforce Social Studio with connectors for managing various social media and messaging platforms.
Answers
A.
Salesforce Social Studio with connectors for managing various social media and messaging platforms.
B.
Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
Answers
B.
Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
C.
Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
Answers
C.
Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
D.
Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
Answers
D.
Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
Suggested answer: B

Explanation:

Integrating WhatsApp Business for customer communication in Salesforce typically requires custom Apex code development. This approach involves programming Apex to interact with the WhatsApp Business API, facilitating seamless data exchange and communication management. Custom code allows for tailored workflows and integrations that align precisely with business requirements, ensuring efficient and effective customer interactions through WhatsApp.

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asked 23/09/2024
Sheng-Feng Zhang
36 questions
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