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| Section | Objectives |
|---|---|
| Optimization & Best Practices | - Apply best practices for user adoption, training, and change management. - Troubleshoot common issues and iterate on solution design. - Monitor and optimize contact center performance using reports and dashboards. |
| Implementation | - Implement omni-channel routing (voice, chat, email, social). - Configure and deploy Service Cloud features for contact center use cases. - Set up automation and AI-driven tools (e.g., Einstein Bots, macros, flows). |
| Design | - Plan for omni-channel routing, automation, and integration. - Design scalable contact center solutions using standard Salesforce features. - Consider security, compliance, and data privacy requirements. |
| Discovery & Planning | - Define contact center strategy and roadmap. - Identify and understand customer business requirements, challenges, and goals related to contact center operations. |
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NEW QUESTION # 31
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
Answer: A
Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices
NEW QUESTION # 32
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the customer?
Answer: A
Explanation:
Reference: https://developer.salesforce.com/
NEW QUESTION # 33
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
Answer: D
Explanation:
Reference: Salesforce Automation Tools
NEW QUESTION # 34
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?
Answer: B
Explanation:
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.
References: https://help.salesforce.com/articleView?id=sf.email_to_case_best_practices.htm
NEW QUESTION # 35
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
Answer: C
Explanation:
In the scenario where management wants cases to be automatically assigned to agents without manual selection and includes a fallback mechanism, the consultant should recommend utilizing the " Case Owner Settings " in the Email-to-Case configuration. This feature allows the system to automatically assign incoming cases based on predefined rules and ensures that if a specific agent isn't available, the case can be routed to a fallback queue or another available agent. This setting integrates seamlessly into the routing model, supporting different channels and ensuring efficient case handling.
References: https://help.salesforce.com/articleView?id=sf.email_to_case.htm
NEW QUESTION # 36
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