In this tutorial, we are going to cover the Module called “Contact Center Design and Setup“. In this lecture, you are going to learn Salesforce-tested strategies to build a contact center fast. Click here to solve the quiz Contact Center Design and Setup on the trailhead.
#1. Learn How Salesforce Builds a Contact Center
Solve these tests and get 100 points
Qn1. How do Einstein Bots and Messaging work together to deliver a better customer experience?
I)By using natural language processing to build custom applications
II)By gathering information from customers before agents begin a chat or a voice call
III)By enabling faster case resolution
IV)B and C
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)B and C [/bg_collapse]
Qn2. What’s one way a modern contact center can meet customer expectations?
I)Enable customers to chat with agents via SMS.
II)Hire agents with lots of experience.
III)Let angry customers speak directly with your vice president or CEO.
IV)Tell customers live chat yields the best results.
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)Enable customers to chat with agents via SMS. [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
#2. Start Building Your Contact Center
Solve these tests and get 100 points
Qn1. If you’re trying to build a knowledge base quickly, where should you start?
I)Begin by repurposing a list of frequently asked questions.
II)Recruit tech-savvy researchers to help.
III)Crowdsource questions from customers on social media.
IV)A and C
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)Begin by repurposing a list of frequently asked questions. [/bg_collapse]
Qn2. Why is it important to test your contact center before it launches?
I)To ensure a smooth transition for your workforce to their new office space
II)To verify that the setup of your tech works the way you want before you go live
III)So you have better input metrics.
IV)A and B
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: IV)A and B [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points.
#3. Assemble Your Contact Center Team
Solve these tests and get 100 points
Qn1. Why do you need to consider the physical security of your contact center?
I)To make sure third parties can’t access customer information while in the contact center
II)To train employees how to avoid phishing scams
III)To make sure agents have total privacy when talking to customers
IV)A and C
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: I)To make sure third parties can’t access customer information while in the contact center [/bg_collapse]
Qn2. What are fluid service agents?
I)Agents who have flexible schedules
II)Agents who have fresh ideas
III)Agents who can work in every channel with ease
IV)Agents who can multi-task
[bg_collapse view=”button-green” color=”#4a4949″ expand_text=”Show Answers” collapse_text=”Hide Answers” ] Answer: III)Agents who can work in every channel with ease [/bg_collapse]
Check the Quiz to Earn 100 out of 100 Points
The second attempt earns 50 points. Three or more earn 25 points
