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Question 91 - Certified Contact Center discussion

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You need to validate case closure accuracy and completeness. Which tool helps with this?

A.
Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
Answers
A.
Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
B.
Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
Answers
B.
Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
C.
Case History review for completeness and verification of resolution details before final closure.
Answers
C.
Case History review for completeness and verification of resolution details before final closure.
D.
All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
Answers
D.
All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
Suggested answer: D

Explanation:

For configuring chatbots within a Contact Center, multiple platforms offer flexibility and diverse functionalities: A. Einstein Bots provide AI-powered conversation capabilities with templates tailored for various customer service scenarios. B. Flow Builder offers a visual interface for designing bot conversations, making it easy to customize logic and user interactions. C. Dialogflow and other third-party platforms can be integrated with Salesforce, offering advanced AI and NLP capabilities for complex interactions. Leveraging these platforms provides comprehensive options for creating and managing chatbots tailored to different needs and use cases within a Contact Center.

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asked 23/09/2024
Jessica Mahoney
37 questions
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