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Question 98 - Certified Contact Center discussion

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Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

A.
Salesforce Social Studio for managing social media engagement and customer inquiries.
Answers
A.
Salesforce Social Studio for managing social media engagement and customer inquiries.
B.
Flow Builder with social media connectors for creating automated processes in response to social interactions.
Answers
B.
Flow Builder with social media connectors for creating automated processes in response to social interactions.
C.
Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
Answers
C.
Omni-Channel routing rules directing social media messages to qualified agents based on content and context.
D.
All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
Answers
D.
All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
Suggested answer: D

Explanation:

Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A. Salesforce Social Studio manages engagement and inquiries across social media platforms. B. Flow Builder allows for the creation of automated processes that respond to social media interactions. C. Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context. This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.

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asked 23/09/2024
William Sorensen
39 questions
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