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Question 165 - Certified Contact Center discussion

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You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

A.
Validating customer phone numbers and carrier compatibility before activating the SMS channel.
Answers
A.
Validating customer phone numbers and carrier compatibility before activating the SMS channel.
B.
Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
Answers
B.
Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
C.
Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
Answers
C.
Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
D.
All of the above, contributing to reliable and effective SMS communication with customers.
Answers
D.
All of the above, contributing to reliable and effective SMS communication with customers.
Suggested answer: D

Explanation:

Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, 'D. All of the above, contributing to reliable and effective SMS communication with customers' is the best approach to ensure a successful SMS channel rollout.

Reference: Salesforce Mobile Messaging

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asked 23/09/2024
Janson Chong
26 questions
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