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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 18

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Question 171

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The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.

During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.

Which setting in Email-to-Case should a consultant recommend the company utilize?

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Question 172

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The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

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Question 173

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The desired process of reassigning cases to a higher support tier when SLA timelines are breached.

Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.

Which Service Cloud Voice feature should a consultant recommend to accomplish this?

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Question 174

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The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is:

Pause/Resume Call Recording

A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours.

What are some of the required configurations in this solution?

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Question 175

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The required configurations for the client's requirements are:

Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active, and Business Hours added to the Embedded Deployment.

A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the PDFs every time a new email's received in the same email thread.

When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.

How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

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Question 176

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To comply with the 'Eliminate duplicate email attachments' setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?

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Question 177

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The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.

An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue

What is the reason for the work that was already in the queue not being pushed to agents?

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Question 178

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The reason why the work that was already in the queue is not being pushed to agents is:

The 'Apply to existing records in queue' option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

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Question 179

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While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

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Question 180

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The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.

Ursa Major Solar uses a custom object to track customer orders. The business would like the voice call linked to the primary order the customer is asking about

How should a consultant accomplish this?

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