Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?
Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?
Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?
While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support
through available channels in real time.
Which feature should the consultant use to accomplish this?
You need to validate data migration accuracy and completeness. Which tool assists with this process?
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
● This is the primary type used to route the conversation from the bot to the queue.
● The consultant can build a flow with a specific action to "Route Work Item."
● This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
● While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
● For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
● Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
Your data migration timeline is tight. Which option helps expedite the process?
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
You‘re deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore,
has decided to go with change a deployments. UC's current environments
are listed below.
• Production Org
• Test Sandbox
• Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?
The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?
Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?
The correct steps for UC to create a service report with 50 object
references are
A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot
What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?
You‘re deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
● Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
● Offers features like call recording, transcription, and click-to-dial for
faster call handling.
2. Omni-Channel:
● Intelligently routes calls to the most qualified agents based on skills,
availability, and workload, ensuring faster issue resolution.
● Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
● Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
● Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and
every case separately, which takes a line amount of time. They would like
to be able to collect these cases together and y message that would be
received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
The consultant should suggest UMS configure its Experience Cloud site to
support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of
that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement
a process to ensure cases that are not resolved in time get brought to the
attention of more experienced service agents. A consultant has proposed
to implement case escalation rules for this. Which best practice should the
consultant observe when configuring case escalation rules?
Universal Containers (UC) requires agents to use their mobile devices as
part of the daily operations. In order to do that, agents need a service app
that can be published on AppExchange. Which kind of environment should
UC use to develop and deploy this app on Appexchange?
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
The customer requires advanced customization for specific workflows. What is the best approach?
Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?
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TESTED 27 Dec 2024
