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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 13

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Question 121

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Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

Number of cases resolved, average handle time, and agent productivity metrics.
Number of cases resolved, average handle time, and agent productivity metrics.
Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
Customer satisfaction scores, net promoter score (NPS), and customer retention rates.
Cost savings achieved through operational efficiency and reduced call volume.
Cost savings achieved through operational efficiency and reduced call volume.
All of the above, providing a holistic view of Contact Center impact on business goals.
All of the above, providing a holistic view of Contact Center impact on business goals.
Suggested answer: D

Explanation:

To measure the success of a Contact Center implementation in terms of business impact, a holistic approach that considers various KPIs is essential. These should include operational metrics like the number of cases resolved and average handle time, customer-centric metrics such as customer satisfaction scores and NPS, and financial metrics like cost savings from operational efficiencies. Thus, 'D. All of the above, providing a holistic view of Contact Center impact on business goals' covers the range of indicators necessary to fully evaluate the success and impact of the implementation.

Reference: Salesforce KPIs for Contact Centers

asked 23/09/2024
Fernando Pereira dos Santos
39 questions

Question 122

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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 Messaging for Agents guided flow in the Service Console
The Messaging for Agents guided flow in the Service Console
Quick Texts for Messaging in the Service Console
Quick Texts for Messaging in the Service Console
Interactive Messaging Components in the Service Connect
Interactive Messaging Components in the Service Connect
Suggested answer: C

Explanation:

For enhancing the end-user experience with structured content in messaging channels, the consultant should recommend using Interactive Messaging Components in the Service Connect. This capability allows the deployment of rich, interactive content such as menus, lists, and cards within the messaging interface, providing a dynamic and engaging user experience. Interactive Messaging Components enable customers to interact with automated flows that can handle inquiries and transactions without needing live agent intervention, thereby ensuring consistency and speeding up service delivery. This feature is especially effective in Messaging for Web, In-App, and Enhanced Facebook messaging environments where interactive engagements can significantly enhance user satisfaction and operational efficiency.

Reference: https://www.salesforce.com/products/service-cloud/features/

asked 23/09/2024
German Lopez
40 questions

Question 123

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I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up
Suggested answer: B

Explanation:

To address the issue of agents not having enough time to create summaries after phone calls in Service Cloud Voice, the After Conversation Work (ACW) component should be implemented. ACW provides a designated period after each call where agents are not assigned new calls, allowing them to complete necessary follow-up tasks such as summarizing the call. This helps in ensuring that comprehensive notes are taken, which are crucial for maintaining a detailed history of customer interactions and for providing context in future engagements. By using ACW, agents can focus on quality documentation without the pressure of immediate new call assignments.

Reference: https://help.salesforce.com/s/articleView?id=sf.voice_work.htm

asked 23/09/2024
Cheri Brown
33 questions

Question 124

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While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

SMS Messaging
SMS Messaging
Facebook Messenger
Facebook Messenger
Messaging for In-App
Messaging for In-App
Suggested answer: A, B, C

Explanation:

Ursa Major Solar can implement customer push notifications across various channels including SMS Messaging, Facebook Messenger, and Messaging for In-App as part of their Customer Engagement upgrade project. These channels are supported by Salesforce's marketing and engagement tools, allowing for the delivery of timely and relevant notifications directly to customers' devices. Utilizing these channels for push notifications can enhance customer engagement by providing updates, promotions, and alerts that encourage interaction and improve customer experience.

Reference: https://www.salesforce.com/products/marketing-cloud/best-practices/push-notification-strategy/

asked 23/09/2024
Nicola Pinotti
52 questions

Question 125

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Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:

Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.

Which set of features/capabilities will help UMS achieve this?

Service Cloud Voice, Omni-Channel, Service Console
Service Cloud Voice, Omni-Channel, Service Console
Case Classification, Omni-Channel, Einstein Bots
Case Classification, Omni-Channel, Einstein Bots
Service Cloud Voice, Feedback Management, Einstein Boss
Service Cloud Voice, Feedback Management, Einstein Boss
Suggested answer: A

Explanation:

For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.

asked 23/09/2024
Rajeev R Kumar
36 questions

Question 126

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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?

Broadcast Alert
Broadcast Alert
Broadcast Site Banner
Broadcast Site Banner
Broadcast Email
Broadcast Email
Suggested answer: A

Explanation:

To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.

asked 23/09/2024
Pilocz Pi
39 questions

Question 127

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The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

Detailed and rigid schedule with no room for modifications or adjustments.
Detailed and rigid schedule with no room for modifications or adjustments.
Clearly defined communication channels and escalation procedures for unforeseen issues.
Clearly defined communication channels and escalation procedures for unforeseen issues.
Regular risk assessments and contingency plans for potential challenges and roadblocks.
Regular risk assessments and contingency plans for potential challenges and roadblocks.
A collaborative work environment and open communication among stakeholders.
A collaborative work environment and open communication among stakeholders.
Suggested answer: D

Explanation:

Flexibility and responsiveness in a release management plan are critical for adapting to unforeseen changes and challenges. This requires not just detailed plans, but also the infrastructure to adapt such as clear communication channels, regular risk assessments, and a collaborative work environment. 'D. A collaborative work environment and open communication among stakeholders' facilitates this adaptability by ensuring that all parties are engaged and can respond quickly to any necessary changes or adjustments.

Reference: Salesforce Change Management

asked 23/09/2024
Brooke Galiata
32 questions

Question 128

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

Extensive technical documentation and configuration guides.
Extensive technical documentation and configuration guides.
Comprehensive change management and communication strategy.
Comprehensive change management and communication strategy.
End-to-end user training programs and support resources.
End-to-end user training programs and support resources.
Development and testing of core functionalities before focusing on user experience.
Development and testing of core functionalities before focusing on user experience.
Suggested answer: C

Explanation:

User adoption and training are crucial for the successful implementation of any new system. Prioritizing end-to-end user training programs and support resources is essential to ensure that all users are comfortable and proficient with the new tools and functionalities. This approach helps to maximize user engagement and productivity, which are critical for the overall success of the project. Therefore, 'C. End-to-end user training programs and support resources' should be the focus in the implementation plan to enhance user adoption and effectiveness.

Reference: Salesforce Training and Certification

asked 23/09/2024
Emmanuel Aminu
35 questions

Question 129

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To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.
Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.
Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.
Suggested answer: A

Explanation:

To validate email deliverability, especially in terms of avoiding spam filters and blacklists, using email testing services is highly effective: A. Email testing services like Mail Tester and GlockApps analyze email content, simulate sending to major email providers, and report on elements that could trigger spam filters. These services provide actionable insights that can help in adjusting email content and settings to improve deliverability.

While B and C are valuable for overall email deliverability management, they do not specifically provide testing or simulation of spam filter activation, which is crucial for proactive deliverability testing.

For more on improving email deliverability with Salesforce, including the use of testing tools, you can visit: https://developer.salesforce.com/

asked 23/09/2024
Zdenek Machura
28 questions

Question 130

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Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

Workflow Rules with email action steps triggered by case creation events.
Workflow Rules with email action steps triggered by case creation events.
Process Builder sequences defining auto-reply steps and dynamic content insertion.
Process Builder sequences defining auto-reply steps and dynamic content insertion.
Entitlement Email Templates configured with automatic responses based on service level agreements.
Entitlement Email Templates configured with automatic responses based on service level agreements.
Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Suggested answer: A

Explanation:

For setting up automated responses such as email auto-replies for initial case acknowledgments, Workflow Rules with email action steps triggered by case creation events are highly effective. This tool allows you to configure specific conditions under which auto-replies are sent, ensuring that every new case receives an immediate acknowledgment. This functionality is essential for maintaining timely communication with customers and enhancing their service experience. Therefore, 'A. Workflow Rules with email action steps triggered by case creation events' is the most suitable tool for automating email responses in this context.

Reference: Salesforce Workflow and Approvals

asked 23/09/2024
Venkatesh Ampolu
40 questions
Total 207 questions
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