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| Section | Weight | Objectives |
|---|---|---|
| Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features |
| Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
| Design | 35% | - Plan agent workspace and user experience - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
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問題 #132
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
答案：D
解題說明：
Identifying trends and patterns within Contact Center metrics requires tools capable of varying levels of analysis. Salesforce Reporting offers basic filtering and grouping, Omni-Channel dashboards provide real-time operational insights, and Einstein Analytics delivers sophisticated capabilities like data blending, predictive modeling, and visual storytelling. "D. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations" captures the broad range of tools available for different analytical needs, making it the optimal choice.
Reference: Einstein Analytics
問題 #133
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
答案：D
解題說明：
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.
問題 #134
You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?
答案：C
解題說明：
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
問題 #135
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
答案：A
解題說明：
Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime.
問題 #136
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:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..
答案：A
解題說明：
Facebook Messenger
Explanation:
To incorporate Einstein Case Classification effectively in the ongoing project, the consultant should add two requirements to the backlog in the current release. This approach ensures that the project team can address the need for Einstein Case Classification without delaying the current implementation schedule. The EmailMessage object will need to be configured to meet data requirements for Einstein Case Classification, which will then enable the automated classification and routing of incoming cases based on content analysis. This strategic inclusion in the current release facilitates immediate enhancement of case management efficiency without the wait times associated with gathering historical data, as would be necessary if waiting for a future release.
Reference: https://help.salesforce.com/s/articleView?id=sf.einstein_service_case_classification.htm For deflecting cases, implementing a customer-facing knowledge base is the most impactful choice for Ursa Major Solar. A customer-facing knowledge base allows customers to self-serve by accessing information and solutions directly, which can significantly reduce the volume of incoming cases by addressing common inquiries and issues before they escalate to live support interactions.
Reference: https://help.salesforce.com/s/articleView?id=sf.knowledge_about.htm For the deployment of Einstein Bots across enhanced digital service channels, the recommendation should be to use the same Einstein Bot across all channels (Facebook Messenger, WhatsApp, Message for In-app, and Web). This approach leverages the ability of Einstein Bots to be configured once and deployed across multiple channels, simplifying maintenance and ensuring consistent customer experiences across all digital touchpoints.
Reference: https://help.salesforce.com/s/articleView?id=sf.bots_overview.htm
問題 #137
......
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