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| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Customer Use Cases and Stakeholders
|
| Implement | 41% | - Core Contact Center Configuration
|
| Design | 29% | - Contact Center Capabilities
|
| Deploy | 10% | - Validation and Migration
|
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NEW QUESTION # 106
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
Answer: B
Explanation:
Deploying a new social media listening tool involves several critical requirements to ensure effective customer engagement and prioritization of concerns. Defining criteria for escalable issues ensures only relevant matters are escalated. Configuring automated notifications for high-priority mentions ensures timely responses to critical engagements. Training agents on the effective use of the tool enhances their ability to engage appropriately. Therefore, "D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media" provides a comprehensive strategy for effective social media listening and interaction.
Reference: Salesforce Social Studio
NEW QUESTION # 107
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
Answer: C
Explanation:
For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
Reference: Salesforce Escalation Rules
NEW QUESTION # 108
The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
Answer: C
Explanation:
To facilitate a transfer of an Enhanced Bot conversation to a Queue, a consultant needs to use Omni-Channel Flow. Omni-Channel Flow enables dynamic routing capabilities that can be adjusted according to the complexity of the conversation and the availability of agents. By using an Omni-Channel Flow, the consultant can configure a specific action to route the work item directly to the designated queue, ensuring that the conversation is transferred to the correct queue where agents are available to handle the case. This routing type effectively manages workload distribution and prioritizes tasks based on agent skills and queue availability.
NEW QUESTION # 109
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
Answer: B
Explanation:
Configuring automated alerts for KPI thresholds can be effectively managed using various Salesforce tools. Omni-Channel can provide real-time alerts about queue times, Process Builder can automate notifications and case escalations based on specific KPI deviations, and Flow Builder offers flexible, visual design interfaces for creating complex notification workflows. Thus, "D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow" is the best answer, as it covers the range of tools available to suit different alerting needs.
Reference: Salesforce Process Automation
NEW QUESTION # 110
The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?
Answer: A
Explanation:
Given that Ursa Major Solar (UMS) is satisfied with its current telephony provider, and this provider is compatible with Service Cloud Voice, the most appropriate recommendation is Service Cloud Voice with partner telephony. This option allows UMS to integrate its existing telephony solution into the Salesforce environment, leveraging its current systems while benefiting from the enhanced CRM capabilities of Service Cloud Voice. This integration ensures a seamless transition and utilization of familiar tools while accessing new functionalities like call transcription and CRM data integration during calls.
NEW QUESTION # 111
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