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Question 174 - Certified Contact Center discussion

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The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

A.
Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow
Answers
A.
Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow
B.
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
Answers
B.
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment
C.
Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
Answers
C.
Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form
Suggested answer: B

Explanation:

To enhance the customer experience for Messaging for Web, several configurations are needed:

Business Hours: Must be active to inform customers about service availability during specific hours.

Omni-Channel Queue or Flow: Required for managing and routing customer interactions.

Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.

Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.

This combination of settings ensures that customers receive accurate information about wait times and service availability, enhancing transparency and customer satisfaction.

Reference: Salesforce Omni-Channel Management

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asked 23/09/2024
Colin Mabe
41 questions
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