Salesforce-Contact-Center Practice Test
212 Questions
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels. The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging. Which capability should a consultant recommend?
A. The Messaging for Agents guided flow in the Service Console
B. Quick Texts for Messaging in the Service Console
C. Interactive Messaging Components in the Service Connect
Explanation:
❌ A. The Messaging for Agents guided flow in the Service Console
Messaging for Agents in the Service Console provides a unified interface for agents to handle conversations from messaging channels like Web, In-App, and Facebook. Guided flows can assist agents with predefined steps (e.g., via Flow Builder) for consistent responses. However, this focuses on agent guidance rather than delivering structured content (e.g., interactive buttons or menus) to end users in messaging channels. It doesn’t directly enable a rich end-user experience or structured content delivery.
❌ B. Quick Texts for Messaging in the Service Console
Quick Texts allow agents to use prewritten, standardized responses in messaging channels, ensuring consistency and speeding up replies. For example, agents can select a Quick Text like “Thank you for your inquiry” in Web or Facebook Messaging. While this improves agent efficiency and response consistency, Quick Texts are plain text and lack structured content like interactive buttons or menus, which are needed for a rich end-user experience in messaging channels.
✔️ C. Interactive Messaging Components in the Service Connect
Interactive Messaging Components, part of Salesforce Digital Engagement, enable structured content like buttons, quick replies, menus, or carousels in messaging channels (e.g., Web, In-App, Facebook). These components create a rich, interactive end-user experience, guiding customers through predefined options (e.g., “Select issue type”) for faster resolution. They ensure consistency via reusable templates and integrate with Messaging for Web, In-App, and Enhanced Facebook, aligning with the client’s need for structured content and quick service.
✅ Correct Answer: C. Interactive Messaging Components in the Service Connect
Reasoning:
Interactive Messaging Components in Salesforce Digital Engagement enable structured content (e.g., buttons, menus) for Messaging for Web, In-App, and Enhanced Facebook Messaging, providing a rich, consistent end-user experience and faster service through guided interactions. For example, a customer on WhatsApp can select from a menu of options, streamlining issue resolution. This aligns with the client’s requirements and the exam’s focus on Digital Engagement for messaging channels. Quick Texts (B) lack interactivity, and Messaging for Agents (A) focuses on agent workflows, not end-user content.
Example: A customer initiates a Web Messaging session and receives a menu with options like “Billing” or “Technical Support” via Interactive Messaging Components. Selecting an option routes the case to a specialist queue (via the record-triggered flow), ensuring fast, consistent service.
References:
👍 Salesforce Trailhead: “Digital Engagement for Messaging” covers Interactive Messaging Components for rich user experiences.
👍 Salesforce Help: “Set Up Messaging Channels” details structured content for Web, In-App, and Facebook Messaging.
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