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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 35% | - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation - Design self-service and knowledge base integration - Plan agent workspace and user experience |
| Topic 2: Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
| Topic 3: Deploy & Optimize | 10% | - Plan deployment and change management - Monitor performance and optimize operations - Perform testing and validation |
| Topic 4: Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Configure Service Cloud and Contact Center features - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules |
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NEW QUESTION # 161
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
Answer: B
Explanation:
To improve the response times for cases logged via the Contact Support form on Ursa Major Solar's Experience Cloud site, it is recommended to implement Case Assignment Rules. By using Case Assignment Rules to check for specific keywords in the subject or description fields, cases can be automatically assigned to the appropriate specialist queue based on the detected keywords. This targeted assignment ensures that cases are handled by the most suitable department from the outset, reducing the need for transfers and thereby improving response times. This approach leverages Salesforce's built-in functionality to efficiently route cases based on content, which can be set up and maintained with minimal technical overhead.
Reference: https://help.salesforce.com/
NEW QUESTION # 162
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
Answer: B
Explanation:
For ongoing support and training for a new system, Salesforce Premier Support is the most valuable resource. Premier Support provides additional services beyond standard support, including 24/7 assistance, access to expert coaching, accelerated response times, and more. This level of support is particularly beneficial for organizations that need extensive help and rapid resolution of issues as they adapt to and evolve with their new Salesforce system.
Reference: Salesforce Premier Support
NEW QUESTION # 163
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
Answer: C
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.
NEW QUESTION # 164
The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?
Answer: B
Explanation:
Integrating social media platform data with Salesforce allows for a comprehensive analysis of the customer journey, including the impact of social media campaigns on Contact Center volume. This approach enables tracking specific interactions related to campaigns and assessing their influence on customer inquiries and case volumes. Thus, "B. Integrate social media platform data with Salesforce for customer journey analysis" provides a strategic method to correlate social media activities with changes in contact center metrics.
Reference: Salesforce Social Studio
NEW QUESTION # 165
Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?
Answer: B
Explanation:
Assessing data capture accuracy in case management involves various tools within Salesforce. The Case History related list provides a detailed log of all changes made to case records, offering an audit trail. Reporting tools can analyze trends and patterns in case management, helping to identify any recurrent data entry errors or peculiarities. Data Quality Rules automatically check for inconsistencies or missing information in case fields. Thus, "D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues" ensures a comprehensive evaluation of data accuracy in case management.
Reference: Salesforce Data Quality Tools
NEW QUESTION # 166
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