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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Design | 29% | - Solution Mapping
|
| Topic 2: Discovery | 20% | - Customer Use Case Analysis
|
| Topic 3: Implement | - Contact Center Configuration
|
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NEW QUESTION # 83
The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?
Answer: C
Explanation:
The Customer Effort Score (CES) is the best-suited KPI for measuring the amount of effort a customer has to expend to get their issues resolved. CES is specifically designed to gauge the ease of service interaction, directly reflecting how easy or difficult it is for customers to achieve their goals. Monitoring CES helps in understanding the operational effectiveness in minimizing customer struggle, thus making "C. Customer Effort Score (CES)" the ideal choice for measuring customer effort during interactions.
Reference: Salesforce Blog on Customer Effort Score
NEW QUESTION # 84
The correct answer is Provision a long code phone number at least 2weeks before go-live.
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 support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.
Reference: Salesforce Omni-Channel Settings
NEW QUESTION # 85
The best dashboard in Service Analytics for UC's service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?
Answer: C
Explanation:
To create a service report containing references to 50 objects, Universal Containers should follow these steps:
Create a custom report type: This allows for the definition of primary and related objects.
Select up to four object relationships: This structures the primary relationships needed for the report.
Add fields from additional related objects: This extends the report's scope to include up to 50 object references by pulling in fields from other relevant objects.
This method provides a scalable approach to complex reporting needs within Salesforce.
NEW QUESTION # 86
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
Answer: A
Explanation:
The Email Preview tool in Salesforce Marketing Cloud is specifically designed to facilitate multi-device testing. This tool allows you to preview and test how emails will render across different devices, ensuring that your email campaigns look good and function properly no matter what device your recipients are using. This capability is essential for effective email marketing campaigns and customer communications, making "D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks" the best option for testing email responsiveness on different devices.
Reference: Salesforce Marketing Cloud Email Studio
NEW QUESTION # 87
Your bot requirements include personalized greetings and information based on customer dat a. Which Salesforce feature enables this?
Answer: C
Explanation:
Personalizing chatbot interactions can be achieved through various Salesforce features depending on the complexity and source of the customer data. Custom Apex code can dynamically fetch and incorporate customer data into chat responses. Merge fields can link conversation scripts to Salesforce object fields. Einstein Insights can use AI to analyze customer data and tailor interactions. Thus, "D. All of the above, depending on the level of personalization and data sources required" is the correct answer, as it covers the full range of tools available for personalizing chatbot communications.
Reference: Salesforce Einstein Insights
NEW QUESTION # 88
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