CRT-261 · Question #119
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into…
The correct answer is C. Configure Salesforce Connect and External Objects to the billing system. To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating…
Question
Universal Containers needs to provide contact center agents with access to a customer's payment history if the call concerns a billing problem. The following considerations need to be taken into account:
- Billing data is stored in an external system containing over 20
million records.
- Only the finance department has direct access to the billing system.
Which solution should a consultant recommend?
Options
- ACreate a custom tab that displays a search page from the billing system.
- BIntegrate payment data into Salesforce from the billing system using custom objects.
- CConfigure Salesforce Connect and External Objects to the billing system.
How the community answered
(24 responses)- A8% (2)
- B13% (3)
- C79% (19)
Explanation
To provide contact center agents with access to a customer's payment history from an external billing system, configuring Salesforce Connect to integrate External Objects is advised. This solution enables real-time access to billing data directly within Salesforce, eliminating the need for direct access to the external system and streamlining the process for agents handling billing- related inquiries.
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