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Question 146 - Certified Health Cloud Accredited Professional discussion

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Bloomington Caregivers is implementing Health Cloud to reduce manual processes for its Contact Center agents. To help streamline caller authentication, the company plans to leverage out-of-the-box Health Cloud features.

Which Health Cloud feature should a consultant recommend the company use in this scenario?

A.
Customer Identity OmniScript Templates
Answers
A.
Customer Identity OmniScript Templates
B.
Reusable Verification FlexCards
Answers
B.
Reusable Verification FlexCards
C.
Verify Customer Identity Process Flow
Answers
C.
Verify Customer Identity Process Flow
D.
Identity Verification Flow Templates
Answers
D.
Identity Verification Flow Templates
Suggested answer: D

Explanation:

To help streamline caller authentication for Contact Center agents, a consultant should recommend Bloomington Caregivers use the Identity Verification Flow Templates feature in Health Cloud. This feature allows agents to launch a flow from the utility bar or a record page to verify a caller's identity before processing their requests involving sensitive information.The flow prompts the agent to search for the caller in Health Cloud, select a reason for the call, ask verification questions based on predefined rules, and capture engagement details8. Customer Identity OmniScript Templates, Reusable Verification FlexCards, or Verify Customer Identity Process Flow are not features that exist in Health Cloud.

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asked 23/09/2024
Tiago Carvalho
47 questions
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