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| Section | Weight | Objectives |
|---|---|---|
| Deploy | 10% | - Deployment Planning
|
| Discovery | 20% | - KPIs and Success Metrics
|
| Design | 29% | - Implementation Planning
|
| Implement | 41% | - Core Contact Center Configuration
|
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NEW QUESTION # 41
A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?
Answer: B
Explanation:
For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm
NEW QUESTION # 42
The legal team emphasizes data security and compliance. How can future functionality address this?
Answer: B
Explanation:
Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.
NEW QUESTION # 43
Which standard field options should a consultant recommended form for In-App Messaging?
Answer: B
Explanation:
For In-App Messaging, the recommended standard field options to include are First Name, Last Name, Email, and Account Number. These fields ensure that customer service agents have the essential information needed to identify and authenticate the customer, facilitating a more personalized and efficient service interaction. The Account Number is particularly crucial as it provides a direct link to the customer's specific details and transaction history within the company's systems.
NEW QUESTION # 44
A project sponsor has informed a consultant that customer satisfaction is their top..
Which Contact Center metric should the consultant prioritize improving?
Answer: B
Explanation:
Prioritizing First Call Resolution (FCR) is essential when customer satisfaction is the top priority, as FCR directly impacts customer experience by resolving their concerns or queries in the initial interaction. Improving FCR can significantly enhance customer satisfaction because it reduces the need for follow-up calls, thus saving time and improving the overall customer experience.
NEW QUESTION # 45
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
Answer: A
Explanation:
Focusing on cost optimization and efficient resource allocation, leveraging standard Salesforce features and pre-built functionalities is the most effective approach. This design aspect minimizes the need for extensive custom development, which can be costly and resource-intensive to maintain. By using built-in capabilities, organizations can take advantage of Salesforce's robust platform, ensuring that they are using reliable, tested solutions that integrate seamlessly without the additional overhead associated with custom solutions.
NEW QUESTION # 46
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