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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Identify business objectives and success metrics - Gather and document requirements - Define personas and stakeholders |
| Topic 2: Operate and Optimize | 10% | - Apply best practices for ongoing optimization - Monitor and maintain Contact Center operations - Analyze performance and identify improvement opportunities |
| Topic 3: Deploy | 15% | - Validate solution functionality and performance - Plan deployment and cutover activities - Document configurations and processes |
| Topic 4: Design | 29% | - Design integrated voice and digital channel solutions - Design for Omni-Channel routing and engagement - Design scalable Contact Center solutions - Design self-service and knowledge management strategies |
| Topic 5: Implement | 26% | - Configure Omni-Channel and routing rules - Configure core Contact Center features - Implement knowledge base and self-service portals - Set up and verify email and voice services |
>> Salesforce-Contact-Center Knowledge Points <<
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NEW QUESTION # 134
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: C
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 # 135
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Answer: A
Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers ' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
References: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm
NEW QUESTION # 136
The best practice that the consultant should observe when configuring case escalation rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?
Answer: B
Explanation:
To facilitate a transfer of an Enhanced Bot conversation to a Queue, a consultant needs to use Omni-Channel Flow. Omni-Channel Flow enables dynamic routing capabilities that can be adjusted according to the complexity of the conversation and the availability of agents. By using an Omni-Channel Flow, the consultant can configure a specific action to route the work item directly to the designated queue, ensuring that the conversation is transferred to the correct queue where agents are available to handle the case. This routing type effectively manages workload distribution and prioritizes tasks based on agent skills and queue availability.
NEW QUESTION # 137
Your design outlines automated case escalation based on criteria. Which tool facilitates rule-based escalation?
Answer: D
Explanation:
Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B.
Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C.
Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met. These tools work in concert to ensure timely responses to critical cases and maintain service levels.
References: https://help.salesforce.com/articleView?id=sf.escalation_rules.htm
NEW QUESTION # 138
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
Answer: C
Explanation:
Reference: Salesforce Support Holidays Setup
NEW QUESTION # 139
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