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Question 130 - Certified Contact Center discussion

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Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A.
Workflow Rules with email action steps triggered by case creation events.
Answers
A.
Workflow Rules with email action steps triggered by case creation events.
B.
Process Builder sequences defining auto-reply steps and dynamic content insertion.
Answers
B.
Process Builder sequences defining auto-reply steps and dynamic content insertion.
C.
Entitlement Email Templates configured with automatic responses based on service level agreements.
Answers
C.
Entitlement Email Templates configured with automatic responses based on service level agreements.
D.
Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Answers
D.
Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Suggested answer: A

Explanation:

For setting up automated responses such as email auto-replies for initial case acknowledgments, Workflow Rules with email action steps triggered by case creation events are highly effective. This tool allows you to configure specific conditions under which auto-replies are sent, ensuring that every new case receives an immediate acknowledgment. This functionality is essential for maintaining timely communication with customers and enhancing their service experience. Therefore, 'A. Workflow Rules with email action steps triggered by case creation events' is the most suitable tool for automating email responses in this context.

Reference: Salesforce Workflow and Approvals

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asked 23/09/2024
Venkatesh Ampolu
40 questions
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