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| Section | Weight | Objectives |
|---|---|---|
| Design | 35% | - Plan voice and digital engagement implementation - Plan agent workspace and user experience - Design self-service and knowledge base integration - Design omni-channel routing and assignment logic |
| Deploy & Optimize | 10% | - Plan deployment and change management - Perform testing and validation - Monitor performance and optimize operations |
| Discovery | 20% | - Map customer journeys and interaction channels - Understand contact center business requirements and goals - Identify success metrics and KPIs |
| Build & Configure | 35% | - Configure reporting, dashboards, and analytics - Implement Service Cloud Voice and telephony integration - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features |
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NEW QUESTION # 23
Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?
Answer: B
Explanation:
The Salesforce Sandbox environment is the ideal tool for validating email functionality. It allows for the sending of test emails to verify both the delivery and the accuracy of content, including the proper functioning of merge fields and the correctness of recipient details, without affecting live data.
NEW QUESTION # 24
You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?
Answer: B
Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.
NEW QUESTION # 25
The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?
Answer: B
Explanation:
In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes "D. Entitlements specifying service level agreements and associated escalation rules" the correct answer.
Reference: Salesforce Documentation on Entitlements
NEW QUESTION # 26
You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
Answer: B
Explanation:
Deploying a new social media listening tool involves several critical requirements to ensure effective customer engagement and prioritization of concerns. Defining criteria for escalable issues ensures only relevant matters are escalated. Configuring automated notifications for high-priority mentions ensures timely responses to critical engagements. Training agents on the effective use of the tool enhances their ability to engage appropriately. Therefore, "D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media" provides a comprehensive strategy for effective social media listening and interaction.
Reference: Salesforce Social Studio
NEW QUESTION # 27
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?
Answer: B
Explanation:
For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.
NEW QUESTION # 28
......
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