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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features |
| Topic 2: Deploy & Optimize | 10% | - Perform testing and validation - Monitor performance and optimize operations - Plan deployment and change management |
| Topic 3: Design | 35% | - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic - Plan agent workspace and user experience - Plan voice and digital engagement implementation |
| Topic 4: Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
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NEW QUESTION # 173
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
Answer: C
Explanation:
Moving a WhatsApp number used in a testing sandbox to production typically requires involvement from Salesforce Customer Support. Unlike some other configurations that can simply be recreated or entered directly in the production environment, transferring such digital engagement channels like WhatsApp often involves specific considerations, such as compliance with the WhatsApp API terms and configurations that may not be directly controllable by the administrator. Therefore, "C. Log a case with Salesforce Customer Support" is the appropriate step to ensure the WhatsApp number is correctly and effectively moved to production.
Reference: Salesforce Digital Engagement Guide
NEW QUESTION # 174
You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
Answer: C
Explanation:
Optimizing customer experience with a new web chat widget involves several strategic actions:
A: Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.
B: Configuring clear opt-out options respects customer preferences and minimizes intrusion.
C: Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.
Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.
NEW QUESTION # 175
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
Answer: C
Explanation:
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:
A: SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.
B: API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.
C: Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot's storage, safeguarding information at rest.
This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.
NEW QUESTION # 176
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Answer: C
Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
NEW QUESTION # 177
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 # 178
......
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