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Question 183 - Certified Contact Center discussion

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Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

A.
Surveys triggered after case closure based on case closure rules or manual initiation.
Answers
A.
Surveys triggered after case closure based on case closure rules or manual initiation.
B.
Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
Answers
B.
Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
C.
Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
Answers
C.
Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
D.
All of the above, depending on the desired survey integration level and automation requirements.
Answers
D.
All of the above, depending on the desired survey integration level and automation requirements.
Suggested answer: D

Explanation:

Tracking customer satisfaction ratings for specific channels can be facilitated by various Salesforce features, depending on integration and automation needs: A. Surveys triggered after case closure can be automated through case closure rules or manually initiated, fitting standard operational workflows. B. Einstein Feedback Surveys are automatically sent based on specific interaction events, gathering timely and relevant customer feedback. C. Custom Apex development allows for the integration of third-party survey platforms, offering flexibility and enhanced survey capabilities. These options provide diverse methods to collect and analyze customer satisfaction across different channels, tailoring the approach to specific business needs.

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asked 23/09/2024
colin ciallella
29 questions
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