Salesforce Certified Contact Center Practice Test - Questions Answers, Page 19

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?

You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.

How should a consultant suggest UMS configure its Experience Cloud site to support this?

The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach:

Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination.

The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?

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?

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:

1. Omni-Channel Flow:

This is the primary type used to route the conversation from the bot to the queue.

The consultant can build a flow with a specific action to 'Route Work Item.'

This action allows you to specify the target queue where the conversation will be directed.

2. Dialog: (Optional)

While not required for basic transfers, dialogs can be used to enhance the user experience during the transfer process.

For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times.

Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.

A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.

Which tool should the consultant use?

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

The consultant should set up 'Edit the Case page layout to embed the Contact Details component on the Case page.' This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.

Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered.

Which changes to the Contact Support form process should a consultant suggest to improve the response times?