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The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?
Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?
Which standard field options should a consultant recommended form for In-App Messaging?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for
several months, the customer service manager notices that agents rarely
create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for
the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general
queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically
so they do not pick cases. They also require that if the case cannot be
directed to the correct agent, there is a fallback option. The agent can be
assigned cases from different channels and would like this incorporated
into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
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?
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?
Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can
be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?
To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?
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 customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer
What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given
service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
The legal team emphasizes data security and compliance. How can future functionality address this?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
To ensure a successful digital transformation with a multi-channel strategy,
engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
You‘re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?
For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?
You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
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 data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
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 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 data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
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?
TESTED 21 Nov 2024