AP-226 · Question #186
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project: Ursa Major Solar (UMS) has high daily call volumes. UMS wants to…
The correct answer is A. Service Cloud Voice, Omni-Channel, Service Console. For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and…
Question
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling. Which set of features/capabilities will help UMS achieve this?
Options
- AService Cloud Voice, Omni-Channel, Service Console
- BCase Classification, Omni-Channel, Einstein Bots
- CService Cloud Voice, Feedback Management, Einstein Boss
How the community answered
(28 responses)- A71% (20)
- B11% (3)
- C18% (5)
Explanation
For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni- Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.
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