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List of questions

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?

Question 126 - Certified Contact Center discussion

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:

1. Service Cloud Voice:

Streamlines inbound and outbound calling within Salesforce, eliminating context switching and improving agent productivity.

Offers features like call recording, transcription, and click-to-dial for faster call handling.

2. Omni-Channel:

Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.

Provides real-time insights into agent performance and call metrics for effective management.

3. Einstein Bots:

Handles simple inquiries and FAQs, deflecting calls from agents and reducing queue wait times.

Can handle tasks like scheduling appointments, providing basic account information, or collecting initial issue details, freeing up agents for complex issues.

During a design workshop, Ursa Major Solar (UMS) indicates to a consultant that many cases around the same topic, which is usually an outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.

Which incident management feature should the consultant recommend

UMS the direct communication with customers?