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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 agent workspace and user experience - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation - Design self-service and knowledge base integration |
| Discovery | 20% | - Map customer journeys and interaction channels - Identify success metrics and KPIs - Understand contact center business requirements and goals |
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features |
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NEW QUESTION # 104
You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
Answer: D
Explanation:
Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed.
B: Training the virtual assistant using diverse data sets to handle various customer inquiries accurately.
C: Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance.
These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience.
NEW QUESTION # 105
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.
* Production Org
* Test Sandbox
* Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
Answer: A
Explanation:
For Universal Containers implementing Digital Engagement with minimal customization and focusing on change deployments, the two-way deployment connection should be between the Production Org and Test Sandbox. This setup allows for testing changes in the Test Sandbox before deploying them to Production, and vice versa, facilitating safe, iterative updates and testing without affecting the live environment directly.
Reference: Salesforce Deployment Best Practices
NEW QUESTION # 106
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?
Answer: B
Explanation:
Salesforce Surveys provide a native and integrated way to capture customer feedback directly within Salesforce. By utilizing pre-built templates, these surveys can be automatically triggered after case closures, making it an effective method for collecting structured feedback. This feature ensures that the feedback is linked to the customer records and interactions, providing actionable insights and maintaining data consistency within Salesforce. Therefore, "B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure" is the most beneficial feedback mechanism for capturing customer opinions and improving service.
Reference: Salesforce Surveys
NEW QUESTION # 107
Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?
Answer: D
Explanation:
Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.
NEW QUESTION # 108
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
Answer: B
Explanation:
Assessing the functionality and accuracy of reports in a new system involves multiple checks. Reviewing report builder configurations and data source connections ensures that the foundation for reporting is correctly set up. Executing test reports checks for data accuracy and the relevance of visualizations. Analyzing system logs and report execution history helps identify any operational issues. Therefore, "D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system" accurately describes the necessary steps for thorough report validation.
Reference: Salesforce Reports and Dashboards
NEW QUESTION # 109
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