Certified Service Cloud ConsultantDemo

By Salesforce · Question Mode

QuestionQ232

Implementation Strategies

Universal Containers plans to deploy Service Cloud to its contact centers across North America, Europe, and Asia. The company wants standardized contact-center processes and reporting implemented at its centers worldwide.

Which approach should a consultant recommend in this scenario?

  • A Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization.
  • B Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting.
  • C Assign a global team of experienced agents and leaders to create a common design template and report structure.
  • D Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report.
Explanation

A global team of experienced agents and contact-center leaders can define a shared operating design that reflects practical regional service needs while establishing one common process template and report structure. This directly supports consistent worldwide operations and reporting. Salesforce guidance also identifies guided workflows as a way to standardize complex service processes.

Learn more

Community Discussion

No comments yet. Be the first to start the discussion!