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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Gather and document requirements - Identify business objectives and success metrics - Define personas and stakeholders |
| Topic 2: Deploy | 15% | - Document configurations and processes - Plan deployment and cutover activities - Validate solution functionality and performance |
| Topic 3: Operate and Optimize | 10% | - Apply best practices for ongoing optimization - Analyze performance and identify improvement opportunities - Monitor and maintain Contact Center operations |
| Topic 4: Design | 29% | - Design scalable Contact Center solutions - Design integrated voice and digital channel solutions - Design for Omni-Channel routing and engagement - Design self-service and knowledge management strategies |
| Topic 5: 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 |
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NEW QUESTION # 128
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
Answer: A
Explanation:
The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.
NEW QUESTION # 129
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
Answer: C
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 # 130
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
# This is the primary type used to route the conversation from the bot to the queue.
# The consultant can build a flow with a specific action to " Route Work Item. "
# This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
# While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
# For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
# Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
Answer: B
Explanation:
For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large- scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.
Reference: Using Data Loader in Salesforce
NEW QUESTION # 131
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform.
Which cut-over requirement helps maintain continuity and user familiarity?
Answer: D
Explanation:
Reference: Salesforce Data and Analytics Migration Best Practices
NEW QUESTION # 132
Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
Answer: B
Explanation:
Reference: Salesforce Digital Engagement Guide
NEW QUESTION # 133
......
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