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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | - Contact Center Configuration
| |
| Topic 2: Discovery | 20% | - Customer Use Case Analysis
|
| Topic 3: Design | 29% | - Scalable Architecture Design
|
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59. Frage
Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?
Antwort: A
Begründung:
Tracking customer satisfaction ratings for specific channels can be facilitated by various Salesforce features, depending on integration and automation needs:
A: Surveys triggered after case closure can be automated through case closure rules or manually initiated, fitting standard operational workflows.
B: Einstein Feedback Surveys are automatically sent based on specific interaction events, gathering timely and relevant customer feedback.
C: Custom Apex development allows for the integration of third-party survey platforms, offering flexibility and enhanced survey capabilities.
These options provide diverse methods to collect and analyze customer satisfaction across different channels, tailoring the approach to specific business needs.
60. Frage
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
Antwort: A
Begründung:
To comply with the "Eliminate duplicate email attachments" setting in Email-to-Case, PDFs should be processed as Salesforce Files. Salesforce Files offers more advanced management capabilities, including deduplication, sharing, and security options compared to traditional attachments. This approach will prevent duplication of PDF files every time a new email is received in the same email thread, thereby optimizing storage and managing files more efficiently within the platform.
61. Frage
Your data includes sensitive customer information. Which security mechanism protects data during migration?
Antwort: C
Begründung:
Ensuring the security of sensitive customer data during migration requires a multi-layered approach. Data encryption both at rest and in transit, via SSL/TLS protocols, ensures the data is protected against unauthorized access during transfer. User permissions and field-level security within Salesforce restrict access to sensitive data. Data anonymization or pseudonymization techniques mask sensitive information, providing additional privacy. "D. All of the above, forming a multi-layered approach to data security during and after migration" offers comprehensive protection for sensitive data throughout the migration process.
Reference: Salesforce Data Security
62. Frage
The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
Antwort: C
Begründung:
Field-Level Security (FLS) is crucial in controlling access to sensitive data fields within Salesforce. By limiting visibility and editability of specific fields based on user roles, FLS ensures that sensitive information is only accessible to authorized users. While Two-Factor Authentication and encrypted data are also important, FLS is most directly related to controlling access at the data field level, making "A. Field-Level Security" the most important functionality for secure access control.
Reference: Salesforce Documentation on Field-Level Security
63. Frage
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Antwort: A
Begründung:
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.
64. Frage
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