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Question 178 - Certified Contact Center discussion

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The reason why the work that was already in the queue is not being pushed to agents is:

The 'Apply to existing records in queue' option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

A.
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
Answers
A.
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
B.
A Use Slack to allow agents to share best practices in responding to customer questions
Answers
B.
A Use Slack to allow agents to share best practices in responding to customer questions
C.
Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
Answers
C.
Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
Suggested answer: A

Explanation:

To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.

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asked 23/09/2024
Sam Patel
34 questions
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