ExamGecko
Login
Home / Salesforce / Certified Contact Center / List of questions
Ask Question

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

List of questions

Question 171

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 172

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 173

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 174

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 175

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 176

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 177

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 178

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 179

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member

Question 180

Report
Export
Collapse

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?

Become a Premium Member for full access
  Unlock Premium Member
Total 207 questions
Go to page: of 21
Search
Open VPLUS File
Convert VPLUS to PDF

Related questions

You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
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?
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?
Where should the consultant point the agent to access the all transcript?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
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?
While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown: Ursa Major Solar (UMS) is implementing Email-to-Case in its ... Salesforce notaro which it has used in the past 2 years as its Case Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project? Add two requirements to the backlog in the current release date EmailMessage object to meet data requirements for Einstein formal Car Cassium be up Einstein Case Classification. Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to: A) A Add two requirements to the backlog in the current release: B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product. What should the company do to deflect cases? Implement an internal knowledge base. Implement a customer-facing knowledge base Implement a new channel in SMS. Choose While both implementing an internal knowledge base and implementing a customer-facing knowledge base can help deflect cases, the most impactful choice for Ursa Major Solar is: Implementing a customer-facing knowledge base. Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why. Which recommendation should a consultant make to the Salesforce ..
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?