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Viewing questions 41-50 out of questions
Questions # 41:

The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

Options:
A.

Data Import Wizard

B.

Process Builder

C.

Apex Code

D.

Partner Integrations

Expert Solution
Questions # 42:

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

Options:
A.

Customer Satisfaction (CSAT) Score

B.

Average Contact Handle Time (AHT)

C.

Case Resolution Rate

D.

Number of Resolved Cases

Expert Solution
Questions # 43:

Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?

Options:
A.

Salesforce Social Studio for managing social media engagement and customer inquiries.

B.

Flow Builder with social media connectors for creating automated processes in response to social interactions.

C.

Omni-Channel routing rules directing social media messages to qualified agents based on content and context.

D.

All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.

Expert Solution
Questions # 44:

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?

Options:
A.

Create and assign a new Presence Configuration. Create and apply a new

B.

Routing Configuration.

C.

Create and assign a new Presence Status

Expert Solution
Questions # 45:

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Options:
A.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

B.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

C.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

D.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Expert Solution
Questions # 46:

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

Options:
A.

Case Assignment Rule

B.

Skill-Based Routing Rules

C.

Omni Channel Flows

Expert Solution
Questions # 47:

You need to validate data migration accuracy and completeness. Which tool assists with this process?

Options:
A.

Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B.

Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C.

Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D.

All of the above, offering various methods for comparing and verifying data accuracy after migration.

Expert Solution
Questions # 48:

You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

Options:
A.

Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

B.

Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.

C.

Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.

D.

All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.

Expert Solution
Questions # 49:

You need to validate bot security and data privacy compliance. Which tool helps with this?

Options:
A.

Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.

B.

Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.

C.

User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.

D.

All of the above, working together to secure bot interactions and ensure data privacy compliance.

Expert Solution
Questions # 50:

You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

Options:
A.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

B.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

C.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

D.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Expert Solution
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Viewing questions 41-50 out of questions