Validating business processes involves testing workflows and flow logic. Which tool helps with this?
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?
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?
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
You‘re deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
Where should the consultant point the agent to access the all transcript?
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
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 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 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?
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
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?
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 scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
You need to validate web form functionality. Which method provides the most direct test?
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
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 design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
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?
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
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 bot design includes handoff to live agents for complex inquiries. Which feature facilitates this seamless transition?
The release plan includes automated regression testing. What is the primary benefit of this approach?
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
Universal Containers plans on notifying its customers with an automated
outbound SMS message every time a package gets shipped out and when
it arrives.
How should an administrator provision the phone number to support this
functionality?
Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?
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 desired process of reassigning cases to a higher support tier when SLA
timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as
social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
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 values user adoption and training. Which element should be prioritized in the implementation plan?
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?
Universal Containers (UC) has a service report requirement to provide a
snapshot of customers, including the service products they are using, case
reason, and priority,
Which dashboard in Service Analytics should UC use? Sidebar-By
The consultant should recommend implementing the requirement by setting
up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer
is asking about
How should a consultant accomplish this?
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?
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 data migration timeline is tight. Which option helps expedite the process?
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:
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
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.
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?