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The customer wants to minimize disruption during rollout. Which release managementtechnique is most suitable?
A. Full system outage for complete implementation and configuration.
B. Rolling updates with gradual user onboarding to the new system.
C. Weekend or after-hours deployment to minimize impact on regular operations.
D. A combination of rolling updates and minimal downtime deployment techniques.
Your scenario involves transitioning to a new self-service portal for customers. Which cutoverrequirement helps ensure successful user adoption and engagement?
A. Implementing robust search functionalities and user-friendly navigation within the newself-service portal.
B. Conducting user testing and gathering feedback on the portal‘s usability andaccessibility.
C. Launching awareness campaigns and providing clear guidance on how to use the newself-service portal.
D. All of the above, contributing to a positive user experience and encouraging customeradoption of the new portal.
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Whichcut-over requirement helps maintain customer trust and transparency?
A. Clearly disclosing the use of AI and providing options for human interaction whenneeded.
B. Training the virtual assistant on diverse customer data and common language variationsfor accuracy.
C. Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolvingcustomer issues.
D. All of the above, contributing to a responsible and trustworthy AI implementation forcustomer support.
Your scenario requires generating automated case updates based on customerinteractions. Which Salesforce feature offers this capability?
A. Workflow Rules triggering email notifications and case updates based on specific eventsor field changes.
B. Process Builder sequences defining automated actions and data updates based ontriggers and conditions.
C. Flow Builder with visual interface for designing automated processes and case updatestriggered by interactions.
D. All of the above, depending on the desired complexity and automation level of caseupdates.
The most suitable set of solutions for the client's requirements, considering both Facebookmessaging and selective case creation for post responses, is Digital Engagement andSocial Studio.A consultant has been asked to help Ursa Major Solar improve its customersupport operations through the implementation of Contact Center. Thecompany's main strategy is to enhance customer satisfaction and loyaltywhile streamlining costs.Which set of key performance indicators (KPIs) should the consultantprioritize to measure the success of the Contact Center implementation?
A. A Average response time, cost per call deflection rate, and employeetraining time
B. Revenue growth, number of repeat customers, net promoter score, and employment
C. Average handling time, number of calls answered, customer satisfaction sure andemployer training time
Your data migration timeline is tight. Which option helps expedite the process?
A. Manual data entry into Salesforce records for critical information.
B. Utilizing data migration tools with automation capabilities and bulk processing features.
C. Outsourcing the data migration process to experienced third-party vendors.
D. All of the above, depending on the resources available and the complexity of themigration project.
The customer requires ongoing training and support for agents using the new SalesforceContact Center system. Which support option is most suitable?
A. Utilize Trailhead online modules and Salesforce documentation for independentlearning.
B. Implement Premier Support with dedicated access to expert consultants and proactiveissue resolution.
C. Develop custom training materials and conduct internal workshops for agentfamiliarization.
D. Leverage partner resources and certified consultants for specialized training andimplementation guidance.
You encounter unexpected data inconsistencies during migration. Which approach helpsmaintain data integrity?
A. Ignoring minor inconsistencies to avoid delaying the migration timeline.
B. Implementing data cleansing scripts or manual data correction within Salesforce.
C. Pausing the migration, investigating the inconsistencies, and fixing the source data ormapping errors.
D. All of the above, depending on the severity and impact of the data inconsistenciesencountered.
Your data migration plan involves staged rollouts for different user groups. Which datapreparation step facilitates this approach?
A. Dividing customer data into separate subsets based on user groups for targeted andphased migration.
B. Configuring role-based access controls within the new system to ensure data accessaligns with user group assignments.
C. Testing data migration functionalities with pilot groups to identify and address any issuesbefore broader rollout.
D. All of the above, contributing to a controlled and efficient data migration process withminimal disruption to different user groups.
The customer desires seamless integration with their existing CRM system. Whichfunctionality bridges this gap?
A. Data Import Wizard
B. Partner Integrations
C. Einstein Analytics
D. Apex Code Development
Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, andimproving customer retention, the most suitable Experience Cloud template is theCustomer Service template. Here's why:During a workshop with a client, a consultant is made aware that the client wants to contentsocial media strategy for their Contact Center. They want to allow their customers tomessage them through Facebook and also require the possibility for the customer to makeposts on the company Facebookpage. They do not want to create a case for every comment on their Facebook page, assome of the posts do not need a response.Which set of solutions should the consultant recommend for all the criteria to met?
A. Social Customer Service and ISV partner solution
B. Digital Engagement and Social Studio
C. Digital Engagement and ISV partner solution
The company aims to track the impact of Salesforce Contact Center on revenuegeneration. Which KPI should be considered?
A. Number of Closed Won Deals
B. Contact Center Conversion Rate
C. Customer Retention Rate
D. Customer Lifetime Value (CLTV)
Universal Containers (UC) has a service report requirement to provide asnapshot of customers, including the service products they are using, casereason, and priority,Which dashboard in Service Analytics should UC use? Sidebar-By
A. Customer
B. Open Cases
C. Account Profile
The customer prioritizes cost optimization and efficient resource allocation. Which designaspect contributes to this?
A. Develop extensive custom functionalities with high implementation and maintenancecosts.
B. Leverage standard Salesforce features and pre-built functionalities to avoid customdevelopment.
C. Implement resource-intensive automations without considering their impact onoperational cost.
D. Optimize agent schedules and routing based on real-time call volume and workload.
You‘re deploying a new social media listening tool for proactive customer engagement.Which cut-over requirement helps prevent unnecessary escalation and prioritize genuineconcerns?
A. Defining clear criteria for identifying escalable issues and sentiment analysis withinsocial media conversations.
B. Configuring automated notifications and alerts for high-priority mentions and potentiallyescalating trends.
C. Training agents on using the social media listening tool to effectively engage withcustomers and address concerns.
D. All of the above, contributing to a proactive and efficient approach to managingcustomer sentiment on social media.
The customer wants to track agent performance and customer satisfaction. Whichfunctionality provides valuable insights?
A. Field History Tracking
B. Reports & Dashboards
C. Einstein Discovery
D. Process Builder
The consultant should recommend UC configure the solution by setting up theorganization's default business hours and creating an escalation rule where the casematches the criteria associated with different business hours.An administrator has activated Omni-Channel routing on a queue for the first time.However, agents are not seeing the work that was already in the queueWhat is the reason for the work that was already in the queue not being pushed to agents?
A. Records that exist in a queue prior to Omni-Channel routing activation willnot be pushed to an agent.
B. The Apply to existing records in queue option was not selected.
C. The type of work that was in the queue is not in the Selected Objects liston the queue under Supported Objects
To ensure a successful digital transformation with a multi-channel strategy,engaging the right stakeholders during the discovery phase is crucial.Here's the breakdown of the options and why the most suitable choice is:Option 3: VP of Customer Experience; VP of Service; IT Leadership. Which set of key performance indicators (KPIs) should the consultant ..to measure thesuccess of contact center implementation?
A. Average response time, cost per call, deflection rate, and employee traininglime
B. Revenue growth number of repeat customers, net promoter source, and employer le
C. Average handling time, number of calls answered, customer satisfaction an training time
The environments that should have a two-way deployment connection inthis scenario are Test Sandbox and Production Org.Which requirement needs to be met to perform a quick deployment forchange sets or Metadata API components without testing the fulldeployment?
A. Each class and trigger that was deployed is covered by at least 75% jointly
B. Tests in the org or al local tests are run and Apex trigger have somecoverage
C. Components have been validated successful for the target event within least70 days
The customer wants to track case resolution times by product category. Which reportingand analytics requirement is most relevant?
A. Implement custom dashboards with visualizations of overall case volume and agentperformance.
B. Configure reports with filters to break down case resolution times by agent and casepriority.
C. Develop custom fields and reports to categorize cases by product and track resolutiontimes per category.
D. Utilize Einstein Analytics for advanced machine learning insights into case trends androot causes.
Your customer wants to personalize customer interactions based on past purchase history.How can you leverage future functionality?
A. Introduce pre-built Knowledge Base articles recommending relevant products based onpurchase history.
B. Integrate with the CRM system to access customer data and personalize case handlingapproaches.
C. Utilize AI-powered case deflection tools to suggest personalized offers and upsellopportunities.
D. Implement dynamic routing based on purchase history to connect customers withappropriate agents.
The consultant needs to specify the Inbound Flow Action in the channelsetting, in addition to selecting the flow, to use the Omni-Channel flow forthe Enhanced Bot.During a workshop, management at a company explains that its contactcenter has specific teams supporting specific accounts. Customers generally contact thecompany through email. The case goes to a generalqueue, where the agents pick up the case manually.Management would like available agents to receive the cases automaticallyso they do not pick cases. They also require that if the case cannot bedirected to the correct agent, there is a fallback option. The agent can beassigned cases from different channels and would like this incorporatedinto the routing model.Which setting in Email-to-Case should a consultant recommend thecompany utilize?
A. Flow Settings
B. Case Owner Settings
C. Task Settings
Validating case management functionality involves assessing data capture accuracy.Which tool assists with this?
A. Case History related list displaying all updates and changes made to a specific caserecord.
B. Reporting tools showing trends and patterns in case data entry and field values.
C. Data Quality Rules automatically highlighting inconsistencies and missing information incase fields.
D. All of the above, providing various options for analyzing data capture accuracy andidentifying potential issues.
You‘re validating performance requirements for the deployed system. Which tool helpsassess system responsiveness and handle load testing?
A. Analyzing system logs and resource utilization data to identify performance bottlenecksand resource constraints.
B. Utilizing performance testing tools to simulate user activity and analyze response times,throughput, and stability under load.
C. Monitoring agent feedback and user experience reports for any performance issues orservice delays after deployment.
D. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
The company desires to monitor its adherence to service level agreements (SLAs). WhichKPI is crucial for this purpose?
A. Case Backlog Volume
B. Average Time to Answer (ATA)
C. SLA Adherence Rate
D. Number of Overdue Cases
Your design includes assigning cases based on skill sets and urgency. Which featurefacilitates this?
A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
B. Process Builder sequences triggering automated case creation and assignment basedon data triggers.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgencycriteria.
D. All of the above, working together for dynamic case assignment and escalation basedon context and priority.
The customer needs a single view of customer interactions across all channels. Whichfunctionality best addresses this?
A. Omni-Channel Routing
B. Case Management
C. Einstein Bots
D. Customer Community
Your KPIs include measuring agent utilization rates. Which metric best reflects this?
A. Number of cases handled by an agent during a specific period.
B. Agent login duration divided by the total active work time on cases or chats.
C. Time spent by an agent on various activities throughout the workday.
D. All of the above, depending on the desired scope and granularity of agent utilizationmeasurement.
The consultant should use the Data Loader to migrate 100,000 historic cases from a legacysystem to Salesforce.A consultant has noticed that agents always open the contact record firstwhen they are routed a new Email-to-Case before they do anything elseWhat should the consultant set up to make this more efficient for agents?
A. Edit the Case page layout to embed the Contact Details component on the Case pagePop action
B. Edit the Navigation rules for the app that the agents use to set Case as a subtab ofContact
C. Create an Omni-Channel flow that adds Contact as the focused record using theConfigure Screen
The correct steps for UC to create a service report with 50 objectreferences areA consultant has cloned a standard bot as an Enhanced Bot for Universal Containersinbound conversations, which created a simple Omni-Channel flow for the botWhat does the consultant need to specify to use this flow in the channel setting other thanselecting the flow?
A. Inbound Flow Action
B. Route Work Item
C. Fallback Queue
Your requirements include chatbot integration for self-service support. Which Salesforceplatform facilitates this?
A. Einstein Bots with natural language processing and conversational AI capabilities.
B. Flow Builder with chatbot elements for building conversational interfaces within flows.
C. Lightning Web Components for developing custom chatbot interfaces integrated withSalesforce.
D. All of the above, providing various options for building and integrating chatbots into yourself-service experience.
Based on the scenario and considering regulatory limitations, the most suitable messagingchannel for Ursa Major Solar (UMS) to proactively initiate conversations with previouscontact center customers is Messaging for Web.An insurance company handles a large volume of cases every year. The companiescommunicate with the customer and other third parties through related cases und the samecustomer issue. Currently, they find it confusing to follow the count appears from differentpeople and channels. What should a consultant utilize to design a solution so the common is easier to follow, butstill relatable to the original customer case?
A. Chatter
B. Case Comments
C. Case Hierarchy
Which standard field options should a consultant recommended form for In-AppMessaging?
A. First Name, Last Name, Email Order Number
B. First Name Last Name Email Account Number
C. First Name, Last Name, Emil Subject
Your KPI requirements include measuring average handle time (AHT) for chat interactions.Which metric best reflects this?
A. Number of chat sessions handled by agents.
B. Total chat session duration divided by the number of sessions.
C. Time spent by agents actively engaged in chat sessions.
D. All of the above, depending on the desired AHT calculation scope and inclusivity.
Validating chatbot functionality involves testing natural language processing (NLP)accuracy. Which tool can help with this?
A. Monitoring chatbot logs and chat transcripts to identify misinterpretations of userqueries.
B. Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responsesand accuracy.
C. Conducting user testing sessions with real customers to gather feedback on chatbotinteractions and understanding.
D. All of the above, providing multi-faceted insights into chatbot NLP performance and userexperience.
While all the options mentioned can be helpful for improving efficiency in resolvingcustomer cases, the most suitable recommendation for Ursa Major Solar based on thegiven scenario is:Use Salesforce Knowledge to store questions and answers so agents can easily reproducethe same answer for similar questions.Universal Containers has implemented service-level agreements (SLAs) to resolve casesThere is an additional requirement when the contact center is closed for a holiday to notapply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?
A. Set up Support Holidays to specify holidays.
B. Create an Apex trigger to check agent holidays
C. Create additional holiday rules in the SLAs
Your customer has a small-scale implementation with a tight timeline. Which releasestrategy best suits this scenario?
A. Big bang deployment with all features rolled out simultaneously.
B. Phased approach with incremental releases and controlled rollouts.
C. Pilot deployment with a limited user group for initial testing and feedback.
D. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.
To validate email deliverability, you need to test spam filters and blacklists. Which toolhelps with this process?
A. Email testing services like Mail Tester and GlockApps for analyzing email content andpredicting spam filter activation.
B. Monitoring email logs and delivery reports within Salesforce for identifying blocked orbounced emails.
C. C. Configuring SPF, DKIM, and DMARC authentication protocols to improve emaildeliverability reputation.
The customer needs advanced customization for specific workflows. Which option providesflexibility?
A. Out-of-the-box configuration
B. Salesforce Flow
C. Third-party development
D. Custom Apex coding
Universal Containers (UC) has been working on a Digital Engagementimplementation C requires minimal customization efforts and, therefore,has decided to go with change a deployments. UC's current environmentsare listed below. Production Org• Test Sandbox• Developer SandboxWhich environments should have a two-way deployment connection in thisscenario
A. Test Sandbox and Developer Sandbox
B. Developer Sandbox and Production
C. Production Ong and Test Sandbox
Validating Contact Center metrics involves verifying data accuracy and interpretation.Which tool helps with data quality checks?
A. Salesforce Data Loader for bulk data imports and basic field validation.
B. Data Quality Rules within Salesforce highlighting missing information and formattinginconsistencies.
C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracieswithin metrics.
D. All of the above, offering various options for ensuring data quality and reliable metricinterpretation.
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