Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
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 preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
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?
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 need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
You‘re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
The customer requires advanced customization for specific workflows. What is the best approach?
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
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?
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 need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
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?
The most suitable Service Cloud Voice feature for Ursa Major Solar to
protect customer information during phone interactions is:
Pause/Resume Call Recording
A client requires that their Messaging for Web customers are able to see
wait times when starting an interaction. They also want to allow a banner to
inform customers that chats are unavailable outside of business hours.
What are some of the required configurations in this solution?
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
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 best set of functionalities for the client's needs is a combination of
Messaging for Web and Embedded Service, with possible consideration of
Einstein Bots depending on specific requirements.
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 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?
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 IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?
The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
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?
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?
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
Your data migration timeline is tight. Which option helps expedite the process?
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?
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
Which standard field options should a consultant recommended form for In-App Messaging?
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
The company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?
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?
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
The release plan includes automated regression testing. What is the primary benefit of this approach?
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
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?
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
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?
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?
Copyright © 2014-2024 CertsTopics. All Rights Reserved
