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| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Design omni-channel routing and assignment logic - Design self-service and knowledge base integration - Plan voice and digital engagement implementation - Plan agent workspace and user experience |
| Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules |
| Deploy & Optimize | 10% | - Perform testing and validation - Plan deployment and change management - Monitor performance and optimize operations |
| 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 # 164
The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?
Answer: D
Explanation:
Skill-based routing is crucial for prioritizing case assignments based on agent competencies, such as language skills and technical expertise. By configuring agent profiles within Salesforce and mapping these profiles to specific skills, cases can be automatically routed to the most qualified agents. This method ensures that customers receive the best possible service from agents who are most capable of addressing their specific needs, enhancing both efficiency and customer satisfaction.
NEW QUESTION # 165
The customer requires secure access control for sensitive customer dat
a. Which functionality is most important?
Answer: C
Explanation:
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
NEW QUESTION # 166
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
Answer: C
Explanation:
To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.
NEW QUESTION # 167
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
Answer: A
Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.
NEW QUESTION # 168
The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The
business would like the voice call linked to the primary order the customer is asking about How should a consultant accomplish this?
Answer: A
Explanation:
custom object.
Explanation:
For linking voice calls to customer orders in Ursa Major Solar's Salesforce environment, creating a custom lookup field on the Voice Call object to the custom object that tracks customer orders is the best approach. This setup allows each voice call record to be directly associated with a specific customer order, enabling easy tracking and reference during customer interactions. This method provides a streamlined and systematic way to link and access relevant order details directly from the call interface.
Reference: Salesforce Custom Objects and Fields
NEW QUESTION # 169
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