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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 14

List of questions

Question 131

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You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

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Question 132

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Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

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Question 133

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Your project requires migrating customer data with multiple language variations. Which data preparation step helps maintain language consistency and accuracy?

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Question 134

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You're deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?

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Question 135

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Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

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Question 136

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You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

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Question 137

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You're given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

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Question 138

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Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?

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Question 139

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You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

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Question 140

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Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

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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?