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Question 157 - Certified Contact Center discussion

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The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.

Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.

Which Experience Cloud template should a consultant recommend

A.
Help Center
Answers
A.
Help Center
B.
Customer Service
Answers
B.
Customer Service
C.
Customer Account Portal
Answers
C.
Customer Account Portal
Suggested answer: A

Explanation:

For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the 'Help Center' template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.

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

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asked 23/09/2024
Francisco Sanchez Valdes
44 questions
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