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Question 125 - Certified Contact Center discussion

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Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

A.
Service Cloud Voice, Omni-Channel, Service Console
Answers
A.
Service Cloud Voice, Omni-Channel, Service Console
B.
Case Classification, Omni-Channel, Einstein Bots
Answers
B.
Case Classification, Omni-Channel, Einstein Bots
C.
Service Cloud Voice, Feedback Management, Einstein Boss
Answers
C.
Service Cloud Voice, Feedback Management, Einstein Boss
Suggested answer: A

Explanation:

For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.

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asked 23/09/2024
Rajeev R Kumar
36 questions
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