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Question 1

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The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Question 2

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Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Question 3

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The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Question 4

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Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

Question 5

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The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

Question 6

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The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

Question 7

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The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Question 8

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The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Question 9

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Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Question 10

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You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

Question 188 - Certified Contact Center discussion

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?

Data Import Wizard

Salesforce REST API

Data Loader

Show Answer

asked 23/09/2024

GLAUCIA C N SILVA

41 questions

Your answer: A B C

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