I'd be glad to assist you with crafting the best possible response to the prompt,...

Salesforce Salesforce-Contact-Center Question Answer

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

Set up the After Conversation Work component so that an agent has time

to write a summary of the call before being assigned new inbound calls

again.

Instruct agents to update their Presence Status to unavailable every time

they finish plane and put their status back to available' after wrapping up