Validating business processes involves testing workflows and flow logic. Which tool helps with this?
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
Your customer wants to improve agent productivity. Which future functionality could be most impactful?
The best set of functionalities for the client's needs is a combination of
Messaging for Web and Embedded Service, with possible consideration of
Einstein Bots depending on specific requirements.
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
The consultant should suggest UMS configure its Experience Cloud site to
support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of
that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement
a process to ensure cases that are not resolved in time get brought to the
attention of more experienced service agents. A consultant has proposed
to implement case escalation rules for this. Which best practice should the
consultant observe when configuring case escalation rules?
The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue
What is the reason for the work that was already in the queue not being pushed to agents?
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
