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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Implement | 26% | - Configure core Contact Center features - Set up and verify email and voice services - Configure Omni-Channel and routing rules - Implement knowledge base and self-service portals |
| Topic 2: Design | 29% | - Design scalable Contact Center solutions - Design self-service and knowledge management strategies - Design for Omni-Channel routing and engagement - Design integrated voice and digital channel solutions |
| 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: Discovery | 20% | - Define personas and stakeholders - Gather and document requirements - Identify business objectives and success metrics |
| Topic 5: Deploy | 15% | - Plan deployment and cutover activities - Validate solution functionality and performance - Document configurations and processes |
>> New Salesforce-Contact-Center Test Objectives <<
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NEW QUESTION # 50
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
Answer: D
Explanation:
To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.
Reference: Salesforce Documentation on Service Cloud Metrics
NEW QUESTION # 51
Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
Answer: C
Explanation:
Chatbot integration within Salesforce can be accomplished through several platforms. Einstein Bots offer natural language processing and AI capabilities for sophisticated conversational experiences. Flow Builder allows the creation of conversational interfaces within automated workflows, and Lightning Web Components can be used to build custom, integrated chat interfaces. Therefore, "D. All of the above, providing various options for building and integrating chatbots into your self-service experience" correctly describes the flexibility and range of tools available for chatbot integration.
Reference: Salesforce Einstein Bots
NEW QUESTION # 52
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.
References: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm
NEW QUESTION # 53
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:
Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/
NEW QUESTION # 54
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS's junior agents to handle only two chat requests at a time?
Answer: A
Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.
NEW QUESTION # 55
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