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>> Salesforce-Contact-Center Exam Question <<
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NEW QUESTION # 166
Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By
Answer: B
Explanation:
For Universal Containers, the " Account Profile " dashboard in Service Analytics is the most suitable choice.
This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC ' s reporting needs.
References: https://help.salesforce.com/articleView?id=bi_analytics_app_service.htm
NEW QUESTION # 167
The customer requires advanced customization for specific workflows. What is the best approach?
Answer: D
Explanation:
When advanced customization is required for specific workflows, Custom Apex coding is often the best approach. Apex allows for a high degree of flexibility and complex logic that goes beyond what is possible with declarative tools like Salesforce Flow. It is particularly useful for creating custom business processes that cannot be achieved with standard configuration options, making "D. Custom Apex coding" the most suitable answer.
Reference: Salesforce Developers on Apex
NEW QUESTION # 168
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
Answer: D
Explanation:
To track the impact of the Salesforce Contact Center on revenue generation, the Contact Center Conversion Rate is an appropriate key performance indicator (KPI). This metric measures the percentage of contacts handled by the contact center that result in a sale or desired outcome, directly linking contact center activities to revenue generation. It provides insight into how effectively the contact center contributes to the company's bottom line by converting inquiries into transactions.
NEW QUESTION # 169
The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?
Answer: D
Explanation:
Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.
References: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcsZ0UAJ
NEW QUESTION # 170
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar ' s Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
Answer: A
Explanation:
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm
NEW QUESTION # 171
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