Salesforce Certified Contact Center Practice Test - Questions Answers, Page 16

Sharing Contact Center metrics with external stakeholders can be managed through various Salesforce features, depending on the specifics of the requirement. Exporting reports and dashboards provides a straightforward method of sharing data. Salesforce Sharing Settings allow for controlled access to specific dashboards and reports. Custom Apex development can create highly secure data sharing portals tailored to precise needs. Therefore, 'D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs' is the best answer, offering flexibility and security in data sharing.

Reference: Salesforce Data Sharing and Security

To reduce the cost per case in the contact center, the consultant should focus on improving the Average Handle Time (AHT). AHT measures the average duration of contact with a customer, including talk time, hold time, and the time spent on related tasks after the call. By reducing AHT, an organization can handle more cases without additional resources, effectively decreasing the cost per case. Reducing AHT can be achieved through better training, more efficient tools, and workflow optimization, directly impacting the cost efficiency of the contact center operations.

Reference: https://help.salesforce.com/

The primary advantage of a Continuous Integration (CI) process in the context of a Contact Center implementation project is that it ensures application quality before any corrupt change can get into the source. CI involves automatically testing any changes made to the application codebase as soon as they are submitted. This allows for immediate feedback on the impact of new changes, ensuring that errors are caught early and can be addressed before they affect the main branch or end-users. CI supports a stable development environment, promotes more frequent code releases, and maintains high quality and reliability of the application, which are crucial in a dynamic customer service environment.

Reference: https://developer.salesforce.com/

One of the Agile principles relevant to the query is 'Customer collaboration over processes and tools.' This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development.

Reference: https://agilemanifesto.org/principles.html

To access the call transcripts configured in Amazon Connect, the consultant should direct agents to the Conversation Component in the Service Console. This component integrates communications from Amazon Connect, displaying real-time and historical interaction data, including call transcripts. The Conversation Component allows agents to access and review detailed call transcripts within the familiar Salesforce environment, facilitating better customer service and follow-up actions.

Reference: https://help.salesforce.com/s/articleView?id=sf.voice_integration_amazon.htm

For Ursa Major Solar's objective to strengthen loyalty, increase case deflection, and improve customer retention, the consultant should recommend using the 'Help Center' template from Experience Cloud. This template is designed specifically for customer support, providing features such as FAQs, articles, and community forums, which empower customers to find answers independently. Implementing a customer portal using the Help Center template can effectively reduce the volume of direct inquiries, promoting case deflection and enhancing customer satisfaction through efficient self-service options.

Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm

Deploying a new case routing algorithm based on AI is best approached using a pilot deployment. This method involves testing the new algorithm with a small group of users to collect feedback and assess performance in a controlled environment. This approach allows for identifying potential issues and making necessary adjustments before a full-scale rollout, thus reducing risk and ensuring the algorithm performs as intended when implemented broadly.

encourage self-service adoption through the new knowledge base Comprehensive Detailed Explanation with

Reference: Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

Ensuring timely intervention for high-priority voice calls involves multiple strategies: A. Configuring the rule to trigger automatic notifications and case creation helps immediately alert relevant parties when a call meets escalation criteria. B. Testing the escalation rule functionality with test calls and dummy scenarios ensures the rule works correctly under various conditions before going live. C. Defining clear criteria for call escalation based on urgency and wait times ensures that high-priority calls are identified and escalated appropriately. Implementing these measures together establishes a robust and effective process for managing escalated calls within Omni-Channel.