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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Customer Use Case Analysis
|
| Topic 2: Design | 29% | - Solution Mapping
|
| Topic 3: Implement | - Contact Center Configuration
|
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NEW QUESTION # 29
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
Answer: A
Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.
NEW QUESTION # 30
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
Answer: C
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 # 31
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
Answer: D
Explanation:
Assigning cases based on skill sets and urgency in Salesforce can be effectively managed by utilizing a combination of features. Case Assignment Rules can be used to route cases based on predefined criteria, Process Builder can automate the assignment based on complex data triggers, and Escalation Rules handle the prioritization based on urgency. "D. All of the above, working together for dynamic case assignment and escalation based on context and priority" describes the integrated approach necessary for effectively managing case assignments and escalations.
Reference: Salesforce Case Management
NEW QUESTION # 32
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 # 33
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
Answer: C
Explanation:
When integrating with legacy systems, several factors must be carefully considered in the release plan:
A: Development of custom Apex code for data exchange may be required to ensure compatibility and functionality.
B: Potential data migration challenges must be managed to maintain data integrity.
C: The availability and responsiveness of IT teams responsible for legacy systems are crucial to address any integration issues promptly.
Considering all these factors is essential to mitigate risks and ensure a successful integration with minimal disruption.
NEW QUESTION # 34
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