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Question 186 - Certified Contact Center discussion

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The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:

Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.

The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

A.
Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.
Answers
A.
Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.
B.
Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.
Answers
B.
Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.
C.
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.
Answers
C.
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.
Suggested answer: C

Explanation:

When configuring case escalation rules to ensure timely case resolution, it's essential to include a catch-all rule entry at the end of the sort order. This best practice ensures that all cases, regardless of their specific conditions, are evaluated for escalation. If a case doesn't meet any other specific criteria set in previous rule entries, the catch-all rule provides a default action to escalate the case, ensuring that it receives attention from more experienced service agents. This approach helps maintain service quality and ensures that cases are not overlooked.

Reference: Salesforce Escalation Rules Best Practices

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asked 23/09/2024
Nael Abal
33 questions
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