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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

(0)

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

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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 128 - Certified Contact Center discussion

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The customer values user adoption and training. Which element should be prioritized in the implementation plan?

A.

Extensive technical documentation and configuration guides.

B.

Comprehensive change management and communication strategy.

C.

End-to-end user training programs and support resources.

D.

Development and testing of core functionalities before focusing on user experience.

Show Answer

asked 23/09/2024

Emmanuel Aminu

35 questions

User

Your answer: A B C D

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