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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Topic 2: Discovery | 20% | - Map customer journeys and interaction channels - Identify success metrics and KPIs - Understand contact center business requirements and goals |
| Topic 3: Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules |
| Topic 4: Design | 35% | - Plan voice and digital engagement implementation - Plan agent workspace and user experience - Design omni-channel routing and assignment logic - Design self-service and knowledge base integration |
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NEW QUESTION # 47
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?
Answer: D
Explanation:
Measuring customer satisfaction as a key performance indicator effectively requires a combination of metrics. Tracking average call handle time and first-contact resolution rate, implementing customer satisfaction surveys, and monitoring agent performance against resolution time and escalation benchmarks together provide a comprehensive view of customer satisfaction. Each of these metrics contributes to understanding different aspects of service quality and customer experience, thereby helping the CEO to gauge overall performance accurately and make informed decisions to improve service levels.
NEW QUESTION # 48
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?
Answer: A
Explanation:
To protect customers' private information during phone interactions, especially for sensitive data like social security numbers, the Service Cloud Voice feature to recommend is Pause/Resume Call Recording. This feature allows agents to pause the recording when sensitive information is being discussed and resume it afterwards, ensuring compliance with privacy regulations and safeguarding customer data.
Reference: Salesforce Service Cloud Voice Features
NEW QUESTION # 49
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
Answer: C
Explanation:
Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.
NEW QUESTION # 50
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?
Answer: C
Explanation:
Integrating WhatsApp Business for customer communication in Salesforce typically requires custom Apex code development. This approach involves programming Apex to interact with the WhatsApp Business API, facilitating seamless data exchange and communication management. Custom code allows for tailored workflows and integrations that align precisely with business requirements, ensuring efficient and effective customer interactions through WhatsApp.
NEW QUESTION # 51
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
Answer: D
Explanation:
Integrating social media channels into Omni-Channel requires a blend of Salesforce capabilities: A. Salesforce Social Studio manages engagement and inquiries across social media platforms.
B: Flow Builder allows for the creation of automated processes that respond to social media interactions.
C: Omni-Channel routing rules can be configured to direct social media messages to the most appropriate agents based on the content and context.
This combination of tools facilitates effective integration and management of social media interactions within a Contact Center environment.
NEW QUESTION # 52
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