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Question list

List of questions

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 201 - Certified Contact Center discussion

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?