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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 8

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List of questions

Question 71

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Your scenario involves routing calls based on language spoken. Which feature facilitates this?

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Question 72

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You need to validate call recording functionality. Which Salesforce tool assists with this?

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Question 73

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Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

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Question 74

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The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

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Question 75

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The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

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Question 76

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The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

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Question 77

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The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

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Question 78

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The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

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Question 79

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The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

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Question 80

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The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

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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?
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?