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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 21

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Question 201

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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?

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Question 202

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While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.

A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.

Where should the consultant point supervisors to track these KPIs?

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Question 203

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For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

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Question 204

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The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:

Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.

Which Service Cloud Voice telephony model should a consultant recommend?

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Question 205

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Your KPIs include measuring agent utilization rates. Which metric best reflects this?

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Question 206

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Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?

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Question 207

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A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours

Which set of functionalities should the consultant research in this case?

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Total 207 questions
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