ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org. Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Question 179 - Certified Contact Center discussion

Report
Export

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

A.
Set up Support Holidays to specify holidays.
Answers
A.
Set up Support Holidays to specify holidays.
B.
Create an Apex trigger to check agent holidays
Answers
B.
Create an Apex trigger to check agent holidays
C.
Create additional holiday rules in the SLAs
Answers
C.
Create additional holiday rules in the SLAs
Suggested answer: A

Explanation:

To meet the requirement of not applying escalation rules or milestones during holidays at the contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, 'A. Set up Support Holidays to specify holidays' is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules in the SLAs.

Reference: Salesforce Support Holidays Setup

Show Answer
asked 23/09/2024
Alex Pilallis
43 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms