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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 16

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Question 151

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You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

Salesforce Reporting with basic filters and data grouping for analysis.
Salesforce Reporting with basic filters and data grouping for analysis.
Omni-Channel dashboards providing real-time insights and basic trend visualization.
Omni-Channel dashboards providing real-time insights and basic trend visualization.
Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.
All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.
Suggested answer: D

Explanation:

Identifying trends and patterns within Contact Center metrics requires tools capable of varying levels of analysis. Salesforce Reporting offers basic filtering and grouping, Omni-Channel dashboards provide real-time operational insights, and Einstein Analytics delivers sophisticated capabilities like data blending, predictive modeling, and visual storytelling. 'D. All of the above, depending on the desired level of data exploration, predictive insights, and visual representations' captures the broad range of tools available for different analytical needs, making it the optimal choice.

Reference: Einstein Analytics

asked 23/09/2024
maddalena barbaro
33 questions

Question 152

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You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

Exporting reports and dashboards for external access via email or file sharing platforms.
Exporting reports and dashboards for external access via email or file sharing platforms.
Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
Custom Apex development for building secure data sharing portals with granular access controls.
Custom Apex development for building secure data sharing portals with granular access controls.
All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
Suggested answer: D

Explanation:

Sharing Contact Center metrics with external stakeholders can be managed through various Salesforce features, depending on the specifics of the requirement. Exporting reports and dashboards provides a straightforward method of sharing data. Salesforce Sharing Settings allow for controlled access to specific dashboards and reports. Custom Apex development can create highly secure data sharing portals tailored to precise needs. Therefore, 'D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs' is the best answer, offering flexibility and security in data sharing.

Reference: Salesforce Data Sharing and Security

asked 23/09/2024
Juan Jose Montero Caletrio
30 questions

Question 153

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To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Average Cases per Agent
Average Cases per Agent
Average Resolution Time
Average Resolution Time
Average Handle Time
Average Handle Time
Suggested answer: C

Explanation:

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations.

Reference: https://help.salesforce.com/

asked 23/09/2024
Matthew Montgomery
32 questions

Question 154

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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).

Ursa Major Solar is advised by a consultant to utilize Continuous

Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.

What should the consultant outline as the advantage of a Cl process to the customer?

Organizes source development into package directories
Organizes source development into package directories
Ensures application quality before any corrupt change can get into the Source..
Ensures application quality before any corrupt change can get into the Source..
Creates and deletes package versions in each testing environment
Creates and deletes package versions in each testing environment
Suggested answer: B

Explanation:

The primary advantage of a Continuous Integration (CI) process in the context of a Contact Center implementation project is that it ensures application quality before any corrupt change can get into the source. CI involves automatically testing any changes made to the application codebase as soon as they are submitted. This allows for immediate feedback on the impact of new changes, ensuring that errors are caught early and can be addressed before they affect the main branch or end-users. CI supports a stable development environment, promotes more frequent code releases, and maintains high quality and reliability of the application, which are crucial in a dynamic customer service environment.

Reference: https://developer.salesforce.com/

asked 23/09/2024
Tillmon, Quinton
37 questions

Question 155

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The best set of functionalities for the client's needs is a combination of

Messaging for Web and Embedded Service, with possible consideration of

Einstein Bots depending on specific requirements.

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Question 156

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Where should the consultant point the agent to access the all transcript?

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Question 157

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The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.

Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.

Which Experience Cloud template should a consultant recommend

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Question 158

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You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

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Question 159

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Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

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Question 160

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You're deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

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While the stakeholders might not be familiar with the term 'Continuous Integration,' outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time. Which feature should the consultant use to accomplish this?
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