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| Section | Weight | Objectives |
|---|---|---|
| Design | 29% | - Solution Mapping
|
| Discovery | 20% | - Success Metrics
|
| Implement | - Contact Center Configuration
|
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NEW QUESTION # 66
A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?
Answer: B
Explanation:
For a client needing to enable verified customers to start and continue chats only during business hours, the consultant should consider the functionalities provided by Messaging for Web and Embedded Service. Messaging for Web allows for real-time communication through the client's website, facilitating direct chat engagements. The Embedded Service provides tools to integrate this chat functionality seamlessly into the website and can be configured to recognize verified customers and enforce availability based on business hours. This combination ensures that only verified users can initiate chats during designated times, enhancing both security and user experience.
Reference: https://help.salesforce.com/s/articleView?id=sf.messaging_channels_setup_web.htm
NEW QUESTION # 67
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
Answer: A
Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential: A. Establishing a support channel is crucial for a responsive troubleshooting and issue-reporting mechanism. B. Regular system updates and patches are necessary to maintain system health and performance, ensuring that bugs are fixed and improvements are implemented regularly. C. Periodic user training sessions help users stay up-to-date with new features and updates, which is essential for maximizing the adoption and utility of the system.
Collectively, these elements create a robust support structure that facilitates continuous improvement and user engagement. Salesforce offers guidance on establishing these elements in their best practices for system maintenance and user training.
More about ongoing support and maintenance best practices can be found here:
https://admin.salesforce.com/
NEW QUESTION # 68
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
Answer: B
Explanation:
The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access articles, FAQs, and troubleshooting guides, empowering them to resolve simple issues independently. This not only enhances customer satisfaction by providing immediate assistance but also reduces the workload on support agents by decreasing the volume of basic inquiries.
Reference: Salesforce Knowledge Base
NEW QUESTION # 69
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
Answer: B
Explanation:
Standardizing data across different case types and channels can be efficiently managed using Salesforce's built-in case fields and reporting tools. This allows for consistent categorization and analysis of data, enhancing the ability to track and compare metrics seamlessly across the organization. Option "B. Utilize standard case fields and reporting tools to categorize and analyze data across the board" best fits this need, as it utilizes the robust native functionalities of Salesforce for comprehensive data analysis and reporting.
Reference: Salesforce Documentation on Reports and Dashboards
NEW QUESTION # 70
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
Answer: C
Explanation:
Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.
NEW QUESTION # 71
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