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You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
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?
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
The customer values user adoption and training. Which element should be prioritized in the implementation plan?
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
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.
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer
support operations through the implementation of Contact Center. The
company's main strategy is to enhance customer satisfaction and loyalty
while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?
The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?
You‘re migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
While some of your suggestions aim to address Ursa Major Solar's need to
accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its …
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is
excited to learn about the artificial in capability in Einstein Case
Classification and would like to prioritize the capturing the build as must-have
After verifying the license, how should a consultant include the Einstein
Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400
the past 6 months to build the model in Email Channel
Add the requirement in the current release as the customer are case
records and because of the reed to prontice the manner Classification
The most appropriate approach for incorporating Einstein Case
Classification into the same project is to:
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 configure self-service knowledge base articles. Which Salesforce feature facilitates this?
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging
Which capability should a consultant recommend?
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
You need to validate automated case escalation. Which tool helps monitor and assess this process?
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time
How should a consultant recommend implementing this requirement?
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?
Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
The correct answer is Provision a long code phone number at least 2weeks before go-live.
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
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
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
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?
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue
What is the reason for the work that was already in the queue not being pushed to agents?
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
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?
To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
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?
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?
Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?
TESTED 18 May 2024