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Question 85 - Certified Contact Center discussion

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Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

A.
Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
Answers
A.
Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
B.
Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
Answers
B.
Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
C.
Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
Answers
C.
Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
D.
All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.
Answers
D.
All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.
Suggested answer: D

Explanation:

Validating messaging channel functionality effectively requires a combination of different tools and methods. Monitoring chat logs and transcripts within Salesforce provides direct insight into message content and delivery status. Third-party testing tools like Twilio Sandbox or MessageBird offer environments to test message delivery and functionality under controlled conditions. Conducting user testing sessions with real customers gathers valuable feedback on the actual messaging experience and content clarity. Therefore, 'D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience' covers all necessary aspects for thorough validation.

Reference: Salesforce Messaging

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asked 23/09/2024
Jeffrey Tiffany
43 questions
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