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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy | 15% | - Document configurations and processes - Validate solution functionality and performance - Plan deployment and cutover activities |
| Topic 2: Operate and Optimize | 10% | - Monitor and maintain Contact Center operations - Apply best practices for ongoing optimization - Analyze performance and identify improvement opportunities |
| Topic 3: Implement | 26% | - Implement knowledge base and self-service portals - Set up and verify email and voice services - Configure Omni-Channel and routing rules - Configure core Contact Center features |
| Topic 4: Discovery | 20% | - Gather and document requirements - Define personas and stakeholders - Identify business objectives and success metrics |
| Topic 5: Design | 29% | - Design scalable Contact Center solutions - Design self-service and knowledge management strategies - Design for Omni-Channel routing and engagement - Design integrated voice and digital channel solutions |
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NEW QUESTION # 15
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?
Answer: C
Explanation:
Reference: Salesforce Deployment Considerations
NEW QUESTION # 16
Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?
Answer: B
Explanation:
Reference: Salesforce Einstein Insights
NEW QUESTION # 17
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Answer: D
Explanation:
Assigning chats and emails based on agent skills involves multiple features:A. Presence-based routing ensures tasks are assigned only when agents are available.B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm
NEW QUESTION # 18
Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
Answer: C
Explanation:
Future functionalities that contribute to cost reduction encompass developing custom dashboards for agent performance analysis, automating case categorization and routing, and offering self-service options along with chatbots. These strategies collectively enhance operational efficiency and reduce costs by optimizing resource utilization and deflecting routine inquiries, allowing agents to focus on more complex issues. Therefore, option "D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage" encapsulates a holistic approach to reducing costs through technology.
Reference: Salesforce Automation with AI
NEW QUESTION # 19
You need to validate call recording functionality. Which Salesforce tool assists with this?
Answer: D
Explanation:
Validating call recording functionality can be effectively managed using a combination of Salesforce tools: A. Monitoring call logs and reports within Salesforce ensures recorded calls are stored and accessible. B. Utilizing the Call History related list on Case records allows users to access and play specific recordings. C. Configuring Voice Call Transcripts to generate text summaries aids in reviewing the content of calls efficiently. Using these tools together provides a comprehensive approach to managing, accessing, and reviewing call recordings.
NEW QUESTION # 20
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