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| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Design integrated voice and digital channel solutions - Design self-service and knowledge management strategies - Design scalable Contact Center solutions - Design for Omni-Channel routing and engagement |
| Implement | 26% | - Configure core Contact Center features - Implement knowledge base and self-service portals - Configure Omni-Channel and routing rules - Set up and verify email and voice services |
| Discovery | 20% | - Gather and document requirements - Define personas and stakeholders - Identify business objectives and success metrics |
| Operate and Optimize | 10% | - Apply best practices for ongoing optimization - Analyze performance and identify improvement opportunities - Monitor and maintain Contact Center operations |
| Deploy | 15% | - Document configurations and processes - Validate solution functionality and performance - Plan deployment and cutover activities |
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NEW QUESTION # 67
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
Answer: A
Explanation:
In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability.
NEW QUESTION # 68
While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time.
Which feature should the consultant use to accomplish this?
Answer: C
Explanation:
For Ursa Major Solar's requirement to enable customers to ask detailed questions about product functionality and interact with subject-matter experts in real time, the consultant should recommend the use of an Experience Site. Experience Sites, built using Salesforce Experience Cloud, allow organizations to create branded, feature-rich communities and portals for customer interaction. These sites can facilitate direct communication channels between customers and experts, provide access to knowledge articles, and offer real-time support functionalities. This feature will enable customers to engage interactively and receive the information they need efficiently.
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm
NEW QUESTION # 69
While manually changing presence status is an option, it ' s not the most ideal solution for Ursa Major Solar ' s concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
Answer: A,B,C
Explanation:
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/
NEW QUESTION # 70
You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
Answer: B
Explanation:
When migrating historical call recordings, secure and scalable storage options are crucial. External cloud storage solutions, integrated with Salesforce, provide the best option for handling large volumes of data such as call recordings. These solutions offer scalability, security, and easy accessibility, which are necessary for effective data management within Salesforce environments. Thus, "B. External cloud storage with Salesforce integration" is the most suitable storage option for this purpose.
Reference: Salesforce Files and Content Management
NEW QUESTION # 71
Your data migration timeline is tight. Which option helps expedite the process?
Answer: B
Explanation:
To expedite a tight data migration timeline, multiple strategies can be employed based on the resources available and the complexity of the migration project. Manual data entry might be suitable for critical but limited information, using data migration tools with automation capabilities can greatly enhance efficiency for large datasets, and outsourcing to experienced vendors can leverage expert skills to ensure timely completion. Thus, "D. All of the above, depending on the resources available and the complexity of the migration project" is the most practical and comprehensive answer.
Reference: Salesforce Data Migration Best Practices
NEW QUESTION # 72
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