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Question 123 - Certified Contact Center discussion

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I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

A.
A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
Answers
A.
A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
B.
Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
Answers
B.
Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
C.
Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
Answers
C.
Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
Suggested answer: B

Explanation:

To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments.

Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

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asked 23/09/2024
Cheri Brown
33 questions
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