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Question 87 - Certified Contact Center discussion

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Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A.
Case History related list displaying all updates and changes made to a specific case record.
Answers
A.
Case History related list displaying all updates and changes made to a specific case record.
B.
Reporting tools showing trends and patterns in case data entry and field values.
Answers
B.
Reporting tools showing trends and patterns in case data entry and field values.
C.
Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
Answers
C.
Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
D.
All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Answers
D.
All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Suggested answer: D

Explanation:

Assessing data capture accuracy in case management involves various tools within Salesforce. The Case History related list provides a detailed log of all changes made to case records, offering an audit trail. Reporting tools can analyze trends and patterns in case management, helping to identify any recurrent data entry errors or peculiarities. Data Quality Rules automatically check for inconsistencies or missing information in case fields. Thus, 'D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues' ensures a comprehensive evaluation of data accuracy in case management.

Reference: Salesforce Data Quality Tools

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asked 23/09/2024
Navaid Ali
39 questions
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