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Question 207 - Certified Contact Center discussion

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A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours

Which set of functionalities should the consultant research in this case?

A.
Messaging for Web and Einstein Bots
Answers
A.
Messaging for Web and Einstein Bots
B.
Web to Chat and Embedded Service
Answers
B.
Web to Chat and Embedded Service
C.
Messaging for Web and Embedded Service
Answers
C.
Messaging for Web and Embedded Service
Suggested answer: C

Explanation:

For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience.

Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm

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asked 23/09/2024
David Romano
30 questions
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