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| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Design omni-channel routing and assignment logic - Plan agent workspace and user experience - Design self-service and knowledge base integration - Plan voice and digital engagement implementation |
| Build & Configure | 35% | - Set up Omni-Channel and routing rules - Implement Service Cloud Voice and telephony integration - Configure Service Cloud and Contact Center features - Configure reporting, dashboards, and analytics |
| Discovery | 20% | - Understand contact center business requirements and goals - Identify success metrics and KPIs - Map customer journeys and interaction channels |
| Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
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NEW QUESTION # 68
Your project requires migrating custom objects and their associated dat a. Which data preparation step helps maintain field-level validation rules and triggers?
Answer: C
Explanation:
Maintaining field-level validation rules and triggers during migration of custom objects requires thorough planning and execution. Exporting these elements along with the objects ensures they are not lost during transition. Configuring the new system to recognize and apply these rules and triggers maintains data integrity. Manually verifying these rules post-migration confirms their correct function. "D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects" covers all necessary steps for successful integration of these critical components.
Reference: Salesforce Custom Objects and Data Integrity
NEW QUESTION # 69
The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?
Answer: C
Explanation:
Integrating social media platform data with Salesforce allows for a comprehensive analysis of the customer journey, including the impact of social media campaigns on Contact Center volume. This approach enables tracking specific interactions related to campaigns and assessing their influence on customer inquiries and case volumes. Thus, "B. Integrate social media platform data with Salesforce for customer journey analysis" provides a strategic method to correlate social media activities with changes in contact center metrics.
Reference: Salesforce Social Studio
NEW QUESTION # 70
Your data migration timeline is tight. Which option helps expedite the process?
Answer: A
Explanation:
To expedite a tight data migration timeline, multiple strategies can be employed based on the resources available and the complexity of the migration project. Manual data entry might be suitable for critical but limited information, using data migration tools with automation capabilities can greatly enhance efficiency for large datasets, and outsourcing to experienced vendors can leverage expert skills to ensure timely completion. Thus, "D. All of the above, depending on the resources available and the complexity of the migration project" is the most practical and comprehensive answer.
Reference: Salesforce Data Migration Best Practices
NEW QUESTION # 71
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
Answer: A
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 # 72
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Answer: D
Explanation:
Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.
NEW QUESTION # 73
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