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?
A.
Use Sensitive Data Rules to set Sharing Settings for the Voice Call record for the agent and the record owner.
B.
Use Sensitive Data Rules to automatically mask sensitive information in Transcripts and Voice Call data.
C.
Use Sensitive Data Rules to allow agents to Pause and Resume Voice Call recordings while sensitive information is exchanged.
Salesforce Service Cloud Voice provides features to protect customers' sensitive data and ensure privacy during voice calls. One such feature is the ability for agents to pause and resume call recordings when sensitive information is being exchanged. This functionality is controlled through Sensitive Data Rules, which can be configured to allow agents to manually pause and resume recordings during a call.
This approach ensures that sensitive information is not stored in call recordings, aligning with privacy requirements and compliance standards. Additionally, it allows the organization to continue recording calls for training and quality assurance purposes, excluding only the sensitive segments.Genesys Cloud Resource Center
[References:, Salesforce Help: Let Agents Pause and Resume Voice Call Recordingshttps://help.salesforce.com/s/articleView?id=sf.voice_pt_setup_control_call_recording.htm&language=en_US&type=5, Salesforce Developer Guide: Call Recordings | Service Cloud Voice for Partner Telephonyhttps://developer.salesforce.com/docs/atlas.en-us.voice_pt_developer_guide.meta/voice_pt_developer_guide/voice_pt_record_calls.htm, , ]
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