What is the recommended method to consistently capture new caller details?

Cloud Kicks has millions of customers. Only a small percentage of the customers have existing Contact records in Salesforce The customer’s email address is used to populate details from another system and enrich the Contact record.

A service center uses multiple channels to support customers, including phone, Email-to-Case, and Web-to-Case. Support agents frequently fail to capture the necessary information, leading to an inconsistent customer experience.

What is the recommended method to consistently capture new caller details?
A . Use a global quick action to capture details.
B . Use an auto-launched flow to capture details.
C . Use a new customer Path on Contact to capture details.
D . Use Open CTI with Pop to flow to capture details.

View Answer

Answer: B

Explanation:

Using an auto-launched flow to capture details is the recommended method to consistently capture new caller details. An auto-launched flow is a type of flow that runs in the background without user interaction. An auto-launched flow can be triggered by various actions, such as creating a record, updating a field, clicking a button, or invoking a process. An auto-launched flow can perform various tasks, such as collecting inputs, updating records, creating records, or calling external services. Using an auto-launched flow to capture details can help ensure that support agents enter the necessary information for new callers, such as their name, email address, phone number, or reason for call.

Verified Reference:

Service Cloud Consultant Certification Guide & Tips, Create an Auto-Launched Flow