How can customer feedback be effectively captured in a Vlocity application?

• A. Using email follow-ups only
• B. Using OmniScripts to create surveys and feedback forms
• C. Through in-person interviews
• D. Utilizing automated phone calls

Answer: (B)

Capturing customer feedback effectively in a Vlocity application can best be achieved by using OmniScripts to create surveys and feedback forms. OmniScripts are designed for building guided interactions within the Vlocity platform, allowing businesses to streamline the process of collecting feedback digitally. This method facilitates a user-friendly experience for customers to provide input directly, which can then be analyzed and acted upon.

Utilizing OmniScripts for surveys allows for customizable questions and formats, ensuring that the feedback collected is specific and relevant to the customer's experience. This digital approach can also make it easier to reach a broader audience and gather a larger volume of responses compared to traditional methods, like email or in-person interviews, which may limit engagement.

Other options may not be as effective in today's fast-paced digital landscape. While email follow-ups, phone calls, and in-person interviews can provide valuable feedback, they often lack the scalability and efficiency that automated forms and surveys can offer. Furthermore, reliance solely on these traditional methods may yield a lower response rate and limit the diversity of feedback due to various logistical challenges.