Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
Universal Containers plans on notifying its customers with an automated
outbound SMS message every time a package gets shipped out and when
it arrives.
How should an administrator provision the phone number to support this
functionality?
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
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?
While some of your suggestions aim to address Ursa Major Solar's need to
accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its …
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is
excited to learn about the artificial in capability in Einstein Case
Classification and would like to prioritize the capturing the build as must-have
After verifying the license, how should a consultant include the Einstein
Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400
the past 6 months to build the model in Email Channel
Add the requirement in the current release as the customer are case
records and because of the reed to prontice the manner Classification
The most appropriate approach for incorporating Einstein Case
Classification into the same project is to:
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?
To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:
Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.
How should a consultant recommend UC configure this solution?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
Which standard field options should a consultant recommended form for In-App Messaging?
The customer wants to track agent performance and customer satisfaction. Which functionality provides valuable insights?
The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?
While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support
through available channels in real time.
Which feature should the consultant use to accomplish this?
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
You‘re preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?
Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
You need to validate web form functionality. Which method provides the most direct test?
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?
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?
The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:
Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.
Which Service Cloud Voice telephony model should a consultant recommend?
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
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 company prioritizes identifying trends and patterns in customer behavior. Which KPI is most valuable for this analysis?
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging
Which capability should a consultant recommend?
The customer needs advanced customization for specific workflows. Which option provides flexibility?
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can
be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
You need to validate call recording functionality. Which Salesforce tool assists with this?
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given
service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
You‘re deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
● This is the primary type used to route the conversation from the bot to the queue.
● The consultant can build a flow with a specific action to "Route Work Item."
● This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
● While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
● For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
● Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
The desired process of reassigning cases to a higher support tier when SLA
timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as
social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
TESTED 18 May 2024
