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Question 173 - Certified Contact Center discussion

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The desired process of reassigning cases to a higher support tier when SLA timelines are breached.

Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.

Which Service Cloud Voice feature should a consultant recommend to accomplish this?

A.
Hierarchical Sharing Settings on Calls
Answers
A.
Hierarchical Sharing Settings on Calls
B.
Collaboration on Call Recordings
Answers
B.
Collaboration on Call Recordings
C.
Pause/Resume Call Recording
Answers
C.
Pause/Resume Call Recording
Suggested answer: C

Explanation:

To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.

Reference: Salesforce Service Cloud Voice Features

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asked 23/09/2024
Marcin Cieślak
43 questions
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