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Question 189 - Certified Contact Center discussion

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The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

A.
Edit the Case page layout to embed the Contact Details component on the Case page Pop action
Answers
A.
Edit the Case page layout to embed the Contact Details component on the Case page Pop action
B.
Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
Answers
B.
Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
C.
Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
Answers
C.
Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
Suggested answer: B

Explanation:

To make the process more efficient for agents who routinely access contact records first when routed a new Email-to-Case, the consultant should edit the navigation rules for the app that the agents use to set Case as a subtab of Contact. This adjustment optimizes the user interface by ensuring that when a case is opened, the associated contact record automatically appears as a subtab. This setup reduces the number of clicks needed to access relevant contact details, streamlining the workflow and saving time for agents. This method leverages the Salesforce Lightning Experience's capability to configure tab settings and navigation rules, enhancing the user experience and efficiency.

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asked 23/09/2024
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