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Question 184 - Certified Contact Center discussion

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You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A.
Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
Answers
A.
Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
B.
Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
Answers
B.
Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
C.
Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
Answers
C.
Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
D.
All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
Answers
D.
All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.
Suggested answer: D

Explanation:

Configuring automated alerts for KPI thresholds can be effectively managed using various Salesforce tools. Omni-Channel can provide real-time alerts about queue times, Process Builder can automate notifications and case escalations based on specific KPI deviations, and Flow Builder offers flexible, visual design interfaces for creating complex notification workflows. Thus, 'D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow' is the best answer, as it covers the range of tools available to suit different alerting needs.

Reference: Salesforce Process Automation

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asked 23/09/2024
Zeshan Tariq
40 questions
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