AP-226 · Question #175
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is: Use…
The correct answer is A. Set up Support Holidays to specify holidays. contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and…
Question
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions. Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
Options
- ASet up Support Holidays to specify holidays.
- BCreate an Apex trigger to check agent holidays
- CCreate additional holiday rules in the SLAs
How the community answered
(41 responses)- A90% (37)
- B2% (1)
- C7% (3)
Explanation
contact center, the most straightforward approach is to set up Support Holidays in Salesforce. This feature allows you to specify non-working days during which case escalation rules and milestones should not apply, ensuring that SLAs are adjusted according to business hours and special closures. Thus, "A. Set up Support Holidays to specify holidays" is the correct recommendation for managing escalations during holidays without needing custom development or additional holiday-specific rules
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