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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 5

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List of questions

Question 41

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The customer requires secure access control for sensitive customer data. Which functionality is most important?

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Question 42

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The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?

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Question 43

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The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

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Question 44

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You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

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Question 45

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The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

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Question 46

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Your customer wants to improve agent productivity. Which future functionality could be most impactful?

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Question 47

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The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

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Question 48

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Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

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Question 49

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The IT team wants to integrate Salesforce with their existing CRM system. Which future functionality would facilitate this?

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Question 50

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Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

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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?