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Question 112 - Certified Contact Center discussion

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Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A.
Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
Answers
A.
Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
B.
Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
Answers
B.
Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
C.
Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
Answers
C.
Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
D.
All of the above, offering complementary perspectives for analyzing and refining business process functionality.
Answers
D.
All of the above, offering complementary perspectives for analyzing and refining business process functionality.
Suggested answer: D

Explanation:

Validating business processes requires a multi-faceted approach. Monitoring case history and chat transcripts provides insights into process outcomes, Flow Debugger helps identify errors and optimize processes during testing, and user testing sessions collect qualitative feedback from end-users. Therefore, 'D. All of the above, offering complementary perspectives for analyzing and refining business process functionality' encompasses all necessary methods to ensure comprehensive testing and validation of business processes.

Reference: Salesforce Flow Debugger

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asked 23/09/2024
Thomaz Stepheson
44 questions
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