You're deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?

All of the above, contributing to accurate data capture and seamless processing of email inquiries.

Implementing data validation rules for incoming email subject lines and customer information.

Configuring automated case creation and assignment based on specific keywords and email content.

Testing the email integration with various sample messages and scenarios before real-world deployment.

All of the above, contributing to accurate data capture and seamless processing of email inquiries.

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

All of the above, contributing to a compliant and responsible outbound calling operation.

Verifying agent training on call scripts and adherence to regulatory requirements.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

All of the above, contributing to a compliant and responsible outbound calling operation.

You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

Configuring clear opt-out options for customers within the chat window and on website landing pages.

Providing agents with readily available customer context and browsing history within the chat interface.

All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

You're deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

All of the above, contributing to reliable and effective SMS communication with customers.

Validating customer phone numbers and carrier compatibility before activating the SMS channel.

Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

All of the above, contributing to reliable and effective SMS communication with customers.

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

All of the above, contributing to a secure and controlled migration process with robust data protection.

Configuring data encryption for transferred information and user access with multi-factor authentication.

Conducting pre-migration security audits and vulnerability assessments of both platforms.

Establishing clear data ownership and access rights for users across the old and new platforms.

All of the above, contributing to a secure and controlled migration process with robust data protection.

The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer.Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

Create a custom report type Select four object relationships Select adal from extra objects

Create 10 service reports Select the objects Combine the service reports

Create a custom report type Select four object relationships Select adal from extra objects

Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report

The consultant should recommend the company utilize Flow Settings inEmail-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?

The consultant should propose creating an Escalation Rule Entry to set up

Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.

Create a Quick Action for escalating a case and set up Conditional Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.

The consultant should propose creating an Escalation Rule Entry to set up

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?

Hierarchical Sharing Settings on Calls

Collaboration on Call Recordings

The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is:Pause/Resume Call RecordingA 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?

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

Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow

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

Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form

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?

Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours.

Create an Apex trigger that checks the default business hours and the business hours on an escalation.

Set up the organization's default business hours and set up another set of business ho the second option

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

Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent.

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

The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects

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

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

A Use Slack to allow agents to share best practices in responding to customer questions

Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

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 timeHow should a consultant recommend implementing this requirement?

Set up Support Holidays to specify holidays.

Create an Apex trigger to check agent holidays

Create additional holiday rules in the SLAs

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 aboutHow should a consultant accomplish this?

The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the custom object.

Create a flow that references the custom object.

Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object

The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the custom object.

You're deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Pre-populating agent dashboards with relevant information about incoming social media interactions.

Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

Automating case creation and assignment based on social media message content and customer profiles.

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

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

All of the above, offering various options for ensuring data quality and reliable metric interpretation.

Salesforce Data Loader for bulk data imports and basic field validation.

Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

All of the above, offering various options for ensuring data quality and reliable metric interpretation.

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

All of the above, depending on the desired survey integration level and automation requirements.

Surveys triggered after case closure based on case closure rules or manual initiation.

Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.

Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.

All of the above, depending on the desired survey integration level and automation requirements.

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

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

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?

Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination

Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination

Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination

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?

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.

Put the most complex escalation Rule Entry at the end of the sort order to improve system performance.

Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator.

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.

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

Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

Edit the Case page layout to embed the Contact Details component on the Case page Pop action

Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

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?

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.Which set of solutions should the consultant recommend for all the criteria to met?

Digital Engagement and Social Studio

Social Customer Service and ISV partner solution

Digital Engagement and Social Studio

Digital Engagement and ISV partner solution

The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.Which set of key performance indicators (KPIs) should the consultant prioritize to measure the success of the Contact Center implementation?

Average handling time, number of calls answered, customer satisfaction sure and employer training time

A Average response time, cost per call deflection rate, and employee training time

Revenue growth, number of repeat customers, net promoter score, and employment

Average handling time, number of calls answered, customer satisfaction sure and employer training time

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

Assign Read All data access to all voice agents

Update the organization-wide sharing setting for use Presence to Public Read City

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 CaseManagement system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein CaseClassification and would like to prioritize the capturing the build as must-haveAfter verifying the license, how should a consultant include the EinsteinCase Classification capability in the same project?Add two requirements to the backlog in the current release dateEmailMessage object to meet data requirements for Einstein formal CarCassium 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 ChannelAdd the requirement in the current release as the customer are case records and because of the reed to prontice the manner ClassificationThe most appropriate approach for incorporating Einstein CaseClassification 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 inSMS. ChooseWhile 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 FacebookMessenger, 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 ..

bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports

Three bots. One bot per channel will provide a chunne specific customer..

Two bots. Fewer bots means less maintenance and the same can be p and Facebook Messenger

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.How should a consultant implement these requirements?Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL valueCreate a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) inSalesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.Which recommendation should the consultant make to improve this?

Hire more service agents in peak season and meet customer needs on demand

Implement an SMS Digital Channel and redirect customers from phone.

Hire more service agents in peak season and meet customer needs on demand

Implement Email-to-Case and redirect customers from phone to email

To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.Here's the breakdown of the options and why the most suitable choice is:Option 3: VP of Customer Experience; VP of Service; IT Leadership.Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

Average handling time, number of calls answered, customer satisfaction an training time

Average response time, cost per call, deflection rate, and employee training lime

Revenue growth number of repeat customers, net promoter source, and employer le

Average handling time, number of calls answered, customer satisfaction an training time

Which standard field options should a consultant recommended form for In-App Messaging?

First Name Last Name Email Account Number

First Name, Last Name, Email Order Number

First Name Last Name Email Account Number

First Name, Last Name, Emil Subject

Salesforce Certified Contact Center Practice Test 5 - Free Online Exam Questions 161-200

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

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