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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Deploy & Optimize | 10% | - Plan deployment and change management - Monitor performance and optimize operations - Perform testing and validation |
| Topic 2: Build & Configure | 35% | - Implement Service Cloud Voice and telephony integration - Configure reporting, dashboards, and analytics - Set up Omni-Channel and routing rules - Configure Service Cloud and Contact Center features |
| Topic 3: Design | 35% | - Design self-service and knowledge base integration - Plan agent workspace and user experience - Design omni-channel routing and assignment logic - Plan voice and digital engagement implementation |
| Topic 4: Discovery | 20% | - Identify success metrics and KPIs - Map customer journeys and interaction channels - Understand contact center business requirements and goals |
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NEW QUESTION # 147
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
Answer: A
Explanation:
Ensuring the accuracy and functionality of external system integrations during a migration involves comprehensive preparation:
A: Mapping and verifying field names and data formats ensures compatibility between systems.
B: Testing data exchange with external systems through mock scenarios validates the integration before live deployment.
C: Documenting API configurations and connection details provides a reference for maintaining and troubleshooting integrations post-migration.
These steps collectively ensure a smooth transition and reliable operation of external system integrations in the new Contact Center system.
NEW QUESTION # 148
You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?
Answer: D
Explanation:
To effectively gauge customer satisfaction with bot interactions, measuring customer satisfaction ratings and collecting specific feedback about the bot experience is essential. This metric directly reflects how customers perceive the effectiveness, efficiency, and overall experience of interacting with the bot, providing clear insights into areas of success and opportunities for improvement.
NEW QUESTION # 149
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
Answer: B
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 # 150
You need to set up email case creation. Which feature allows automatic case generation from incoming emails?
Answer: D
Explanation:
Email-to-Case is the feature that allows automatic case generation from incoming emails by converting emails into case records. This functionality ensures that all relevant email data is captured directly into Salesforce cases, utilizing field mapping to organize and store information correctly.
NEW QUESTION # 151
Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?
Answer: B
Explanation:
Maintaining language consistency and accuracy during customer data migration involves various steps: A. Data validation rules ensure that inconsistencies in language formats and character sets are flagged and corrected.
B: Configuring the system to handle different language formats and encoding standards is crucial for accurate data import.
C: Manual review of language and character consistency helps verify the accuracy before migration.
Employing these measures ensures that multilingual customer data is accurately represented in the new system, enhancing data integrity and usability.
NEW QUESTION # 152
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