Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook
page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
Correct Answer:B
For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
Reference: Digital Engagement on Salesforce and Social Studio
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
Correct Answer:D
Measuring the effectiveness of self-service options effectively involves tracking multiple metrics: the number of cases deflected by self-service tools, customer satisfaction ratings after using these options, and comparing resolution times between self- service and traditional support channels. This combination of metrics provides a holistic view of how well self-service options are meeting customer needs and where improvements might be necessary to enhance efficiency and user satisfaction. References: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm
Where should the consultant point the agent to access the all transcript?
Correct Answer:A
Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm
The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to accomplish this?
Correct Answer:C
Reference: Salesforce Service Cloud Voice Features