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| Section | Weight | Objectives |
|---|---|---|
| OmniScripts | 27% | - Map business processes to OmniScript components - Validate and align OmniScript processes with requirements - Structure and components of OmniScripts |
| Data Tools | 23% | - Calculation Matrices and Procedures: use and benefits - Purpose and benefits of DataRaptors and Integration Procedures - Design DataRaptors and Integration Procedures |
| Best Fit Solutioning | 27% | - Design solutions using OmniStudio best practices - Gather, analyze and simplify business requirements - Map requirements to appropriate OmniStudio tools |
| FlexCards | 23% | - Capabilities, use cases and purpose of FlexCards - Design FlexCards to meet requirements - Collect and organize customer 360 information |
>> Plat-Con-201 Valid Study Questions <<
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NEW QUESTION # 85
A business wants to create an OmniScript that allows call center agents to schedule field service appointments with customers. The process needs to retrieve available appointment dates from an external system via a REST A [ and then display them to the user for selection in a dropdown list. Once the user selects a date, a confirmation should display with rich text and images.
Which three OmniScript elements should be used to meet these requirements?
Choose 3 answers
Answer: C,D,E
Explanation:
The three OmniScript elements that should be used to meet the requirements are: Text Block, HTTP Action, and Select. A Text Block element can display rich text and images using HTML tags in the OmniScript. An HTTP Action element can invoke a REST API and store the response in a JSON object. A Select element can display a dropdown list of options for the user to choose from
NEW QUESTION # 86
A business plans to implement new tools for their call center agents to increase efficiency and improve customer experience. The business needs to reduce new agent ramp-up time. During the discovery phase of the project, the business identifies the following requirements for the project:
- Easy access to frequent processes
- "At a glanc" dashboards of customer information
- Lists of customer bills, which are stored on an external system
Which two FlexCard benefits should the consultant highlight when presenting a proposed solution? Choose 2 answers
Answer: B,D
Explanation:
The two FlexCard benefits that the consultant should highlight when presenting a proposed solution are: Display different actions based on context and Display a 360° view of the customer.
FlexCards can display different actions based on context, such as data values or user roles. The consultant can use this feature to show only relevant actions for each customer situation, such as scheduling an inquiry call with an agent if the customer satisfaction is low. FlexCards can also display a 360° view of the customer, by showing data from multiple sources in one card format.
The consultant can use this feature to show important customer information at a glance, such as billing issues, account status, etc
NEW QUESTION # 87
A business plans to implement new tools for their call center agents to increase efficiency and improve customer experience. The business needs to reduce new agent ramp-up time. During the discovery phase of the project, the business identifies the following requirements for the project:
* Easy access to frequent processes
* "At a glance" dashboards of customer information
* Lists of customer bills, which are stored on an external system
Which two FlexCard benefits should the consultant highlight when presenting a proposed solution?
Choose 2 answers
Answer: B,D
Explanation:
The two FlexCard benefits that the consultant should highlight when presenting a proposed solution are:
Display different actions based on context and Display a 360° view of the customer. FlexCards can display different actions based on context, such as data values or user roles. The consultant can use this feature to show only relevant actions for each customer situation, such as scheduling an inquiry call with an agent if the customer satisfaction is low. FlexCards can also display a 360° view of the customer, by showing data from multiple sources in one card format. The consultant can use this feature to show important customer information at a glance, such as billing issues, account status, etc
NEW QUESTION # 88
When a customer calls to report a product issue, agents need to check all open cases related to that product to see if there are any solutions that can resolve the customer's issue. Products that have been purchased are stored as assets, and there is a lookup relationship from case to asset that allows cases to be linked to the products customers have purchased.
What type of DataRaptor can be used to retrieve a list of cases filtered by the customer's asset and the last service date of the asset?
Answer: B
Explanation:
The type of DataRaptor that can be used to retrieve a list of cases filtered by the customer's asset and the last service date of the asset is DataRaptor Extract. DataRaptor Extract allows the designer to retrieve data from Salesforce or an external system using filters and relationships. In this case, a filter can be used to match the asset ID and the last service date, and a relationship can be used to join the case and asset objects. DataRaptor Turbo is not a type of DataRaptor, but a feature that enables batch mode for DataRaptor Extract. DataRaptor Load is used to write data to Salesforce or an external system. DataRaptor Transform is used to transform data from one format to another using templates.
NEW QUESTION # 89
A business has an existing Contact FlexCard that currently displays 5 actions. The business needs to add 3 more actions to the existing FlexCard. All 8 actions are equally important and used with the same frequency. The business wants to display the name and icon for each action.
However, when reviewing the existing design, the consultant notices that the FlexCard is overloaded with actions. What FlexCard design solution should the consultant recommend?
Answer: A
Explanation:
The FlexCard design solution that the consultant should recommend is to add a menu element and include all the actions. A menu element can display a list of actions in a dropdown menu, with icons and labels for each action. The consultant can use a menu element to show all the 8 actions in the FlexCard, without overloading it with buttons or links. This will improve the user experience and the design of the FlexCard
NEW QUESTION # 90
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