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Question 204 - Certified Contact Center discussion

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The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:

Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.

Which Service Cloud Voice telephony model should a consultant recommend?

A.
Service Cloud Voice with partner telephony Service Cloud Voice with Amazon Connect
Answers
A.
Service Cloud Voice with partner telephony Service Cloud Voice with Amazon Connect
B.
Service Cloud Voice with partner telephony from Amazon Connect Given that Ursa Major Solar (UMS) is already satisfied with their current
Answers
B.
Service Cloud Voice with partner telephony from Amazon Connect Given that Ursa Major Solar (UMS) is already satisfied with their current
C.
telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
Answers
C.
telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.
Suggested answer: B

Explanation:

Given that Ursa Major Solar (UMS) is satisfied with its current telephony provider, and this provider is compatible with Service Cloud Voice, the most appropriate recommendation is Service Cloud Voice with partner telephony. This option allows UMS to integrate its existing telephony solution into the Salesforce environment, leveraging its current systems while benefiting from the enhanced CRM capabilities of Service Cloud Voice. This integration ensures a seamless transition and utilization of familiar tools while accessing new functionalities like call transcription and CRM data integration during calls.

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asked 23/09/2024
Jose Castillo
39 questions
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