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| Section | Weight | Objectives |
|---|---|---|
| Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
| Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules - Configure reporting, dashboards, and analytics |
| Design | 35% | - Design self-service and knowledge base integration - Plan voice and digital engagement implementation - Plan agent workspace and user experience - Design omni-channel routing and assignment logic |
| Deploy & Optimize | 10% | - Monitor performance and optimize operations - Perform testing and validation - Plan deployment and change management |
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NEW QUESTION # 55
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
Answer: D
Explanation:
Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.
NEW QUESTION # 56
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
Answer: D
Explanation:
Efficient case distribution in Omni-Channel routing involves several key components: A. Custom Apex code can be used to develop complex routing logic that goes beyond standard configurations. B. Configuring queues with specific skills and availability ensures that cases are directed to the most appropriate agents. C. Implementing presence-based routing ensures that cases are only sent to agents who are currently available and ready to handle them. Integrating these components ensures that cases are routed efficiently, balancing workload and optimizing response times across various communication channels.
NEW QUESTION # 57
Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By
Answer: B
Explanation:
For Universal Containers, the "Account Profile" dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.
NEW QUESTION # 58
You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?
Answer: B
Explanation:
Deploying a new SMS channel for customer updates and notifications requires comprehensive planning to prevent delivery failures and ensure effective communication. Validating customer phone numbers and carrier compatibility ensures that messages reach the intended recipients. Configuring opt-in and opt-out mechanisms maintains compliance and respects customer preferences. Implementing message throttling and rate limiting avoids overwhelming customers and enhances the customer experience. Therefore, "D. All of the above, contributing to reliable and effective SMS communication with customers" is the best approach to ensure a successful SMS channel rollout.
Reference: Salesforce Mobile Messaging
NEW QUESTION # 59
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Answer: C
Explanation:
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:
A: Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.
B: Ensuring seamless continuity of ongoing conversations during the cut-over minimizes disruption to customer communications.
C: Automating case creation and assignment based on social media content and customer profiles streamlines the response process.
Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
NEW QUESTION # 60
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