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| Section | Weight | Objectives |
|---|---|---|
| Deploy & Optimize | 10% | - Monitor performance and optimize operations - Plan deployment and change management - Perform testing and validation |
| Design | 35% | - Plan voice and digital engagement implementation - Design omni-channel routing and assignment logic - Design self-service and knowledge base integration - Plan agent workspace and user experience |
| Build & Configure | 35% | - Configure Service Cloud and Contact Center features - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics |
| Discovery | 20% | - Understand contact center business requirements and goals - Map customer journeys and interaction channels - Identify success metrics and KPIs |
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NEW QUESTION # 111
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:
Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/
NEW QUESTION # 112
You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
Answer: B
Explanation:
Optimizing customer experience with a new web chat widget involves several strategic actions:
A: Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.
B: Configuring clear opt-out options respects customer preferences and minimizes intrusion.
C: Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.
Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.
NEW QUESTION # 113
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
Answer: A
Explanation:
For Ursa Major Solar, after hiring many new agents to handle increased call volumes, the most effective strategy is to build an Omni-Channel routing flow and include all senior agents in the direct-to-agent routing protocol. This approach ensures that experienced agents are prioritized for more complex calls, helping to maintain high quality of service during peak periods. Omni-Channel routing efficiently distributes incoming calls based on agent expertise, availability, and workload, which helps to manage the increased volume without compromising service quality.
NEW QUESTION # 114
The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?
Answer: A
Explanation:
Utilizing standard Salesforce connectors and APIs is the most effective and straightforward method for integrating Salesforce with existing CRM systems. These tools are designed to facilitate seamless data exchange and ensure data integrity between Salesforce and other platforms. This eliminates the need for extensive custom coding and simplifies maintenance. Therefore, "A. Utilize standard Salesforce connectors and APIs for seamless data exchange" is the recommended approach for such integrations.
Reference: Salesforce Integration
NEW QUESTION # 115
The customer requires advanced customization for specific workflows. What is the best approach?
Answer: C
Explanation:
When advanced customization is required for specific workflows, Custom Apex coding is often the best approach. Apex allows for a high degree of flexibility and complex logic that goes beyond what is possible with declarative tools like Salesforce Flow. It is particularly useful for creating custom business processes that cannot be achieved with standard configuration options, making "D. Custom Apex coding" the most suitable answer.
Reference: Salesforce Developers on Apex
NEW QUESTION # 116
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