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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 150 - Certified Contact Center discussion

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You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

A.
Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
Answers
A.
Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B.
Salesforce Reporting tools for generating detailed reports and data analysis.
Answers
B.
Salesforce Reporting tools for generating detailed reports and data analysis.
C.
Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
Answers
C.
Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
D.
All of the above, depending on the desired level of detail, visual representation, and data access.
Answers
D.
All of the above, depending on the desired level of detail, visual representation, and data access.
Suggested answer: D

Explanation:

Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

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asked 23/09/2024
LAURA Camacho
40 questions
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