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Question 185 - Certified Contact Center discussion

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Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.

How should a consultant suggest UMS configure its Experience Cloud site to support this?

A.
Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
Answers
A.
Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination
B.
Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
Answers
B.
Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination
C.
Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
Answers
C.
Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination
Suggested answer: B

Explanation:

To differentiate the chat routing for authenticated and guest users on an Experience Cloud site, using the Embedded Messaging component with conditional visibility settings based on user status is effective. However, passing the User ID as a hidden pre-chat field and using that value in an Omni-Channel flow to determine the routing destination offers a more seamless and automated approach. This setup ensures that authenticated users can bypass initial bot interactions and directly connect with an agent, while guest users start their interaction with an Einstein Bot.

Reference: Salesforce Omni-Channel Routing

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asked 23/09/2024
Vimal Varughese
42 questions
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