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Question 122 - Certified Contact Center discussion

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The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.

A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.

The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging

Which capability should a consultant recommend?

A.
The Messaging for Agents guided flow in the Service Console
Answers
A.
The Messaging for Agents guided flow in the Service Console
B.
Quick Texts for Messaging in the Service Console
Answers
B.
Quick Texts for Messaging in the Service Console
C.
Interactive Messaging Components in the Service Connect
Answers
C.
Interactive Messaging Components in the Service Connect
Suggested answer: C

Explanation:

For enhancing the end-user experience with structured content in messaging channels, the consultant should recommend using Interactive Messaging Components in the Service Connect. This capability allows the deployment of rich, interactive content such as menus, lists, and cards within the messaging interface, providing a dynamic and engaging user experience. Interactive Messaging Components enable customers to interact with automated flows that can handle inquiries and transactions without needing live agent intervention, thereby ensuring consistency and speeding up service delivery. This feature is especially effective in Messaging for Web, In-App, and Enhanced Facebook messaging environments where interactive engagements can significantly enhance user satisfaction and operational efficiency.

Reference: https://www.salesforce.com/products/service-cloud/features/

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asked 23/09/2024
German Lopez
40 questions
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