Q: 9
[Interaction Channels]
Universal Containers (UC) needs to implement Service Cloud Voice. UC wants to protect its
customers' sensitive data and ensure their privacy. UC also wants to use Voice calls for training
purposes.
What should the consultant recommend?
Options
Discussion
Probably C for this one. Pause and Resume lets agents skip recording just the sensitive bits, so you keep both privacy and useful call recordings for training. Makes sense with what Salesforce recommends for balancing compliance. If I'm missing something let me know, but C seems right.
Salesforce never makes these sensitive data settings simple. I'd say B here, since masking feels like it covers privacy concerns right in the transcripts.
Looks like C. Pause and Resume is the only way to let agents skip recording sensitive data during a call.
C tbh, B is tempting but only Pause/Resume covers privacy and training together.
D imo, but only if the question is asking for the "most secure" method. If they're just asking about any privacy consideration, B could be a trap since masking isn't always real-time. Is "Pause and Resume" a must-have here?
Be respectful. No spam.
