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Salesforce Certified Contact Center Practice Test - Questions Answers, Page 9

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List of questions

Question 81

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The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

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Question 82

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The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

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Question 83

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Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

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Question 84

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Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

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Question 85

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Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

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Question 86

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Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

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Question 87

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Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

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Question 88

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Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

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Question 89

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You need to validate automated case escalation. Which tool helps monitor and assess this process?

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Question 90

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Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?

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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?