ExamGecko
Search Search Login
Home Home / Salesforce / Certified Contact Center
Question list
Search
Search

List of questions

Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?
You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
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?
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?
The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

Question 7 - Certified Contact Center discussion

Report
Export

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

A.
Implement custom dashboards with visualizations of overall case volume and agent performance.
Answers
A.
Implement custom dashboards with visualizations of overall case volume and agent performance.
B.
Configure reports with filters to break down case resolution times by agent and case priority.
Answers
B.
Configure reports with filters to break down case resolution times by agent and case priority.
C.
Develop custom fields and reports to categorize cases by product and track resolution times per category.
Answers
C.
Develop custom fields and reports to categorize cases by product and track resolution times per category.
D.
Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
Answers
D.
Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
Suggested answer: C

Explanation:

To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.

Show Answer
asked 23/09/2024
David Tirado
29 questions
PreviousPreviousNextNext
User
Your answer:
0 comments
Sorted by

Leave a comment first

ExamGecko

Copyright @2023 ExamGecko | All right reserved

Mail us: [email protected]
About us
Contact us
Twitter X
Facebook
Medium
Convert VPLUS to PDF
Open VPLUS files Easily and Quickly
Privacy Policy
Disclaimer
Terms