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Question 1

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The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Question 2

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

Question 3

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The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Question 4

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Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Question 5

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The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

Question 6

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The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Question 7

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

Question 8

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The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Question 9

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Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Question 10

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You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

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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 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?

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?

Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Your KPIs include measuring agent utilization rates. Which metric best reflects this?

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?

Question 113 - Certified Contact Center discussion

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Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

A.

Number of chat sessions handled by agents.

B.

Total chat session duration divided by the number of sessions.

C.

Time spent by agents actively engaged in chat sessions.

D.

All of the above, depending on the desired AHT calculation scope and inclusivity.

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asked 23/09/2024

Maija Janite

38 questions

User

Your answer: A B C D

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