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…

The correct answer is C. Pause/Resume Call Recording. To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive…

Integration with Telephony (CTI)

Question

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?

Options

AHierarchical Sharing Settings on Calls
BCollaboration on Call Recordings
CPause/Resume Call Recording

How the community answered

(28 responses)

A
4% (1)
B
7% (2)
C
89% (25)

Explanation

To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding

Topics

#Service Cloud Voice#call recording#data privacy#Pause/Resume

Community Discussion

No community discussion yet for this question.

Full AP-226 Practice