View all detail and faqs for the Salesforce-Contact-Center exam
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
The customer wants to offer self-service options for simple issues. Which functionality empowers this?
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?
Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
● Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
● Offers features like call recording, transcription, and click-to-dial for
faster call handling.
2. Omni-Channel:
● Intelligently routes calls to the most qualified agents based on skills,
availability, and workload, ensuring faster issue resolution.
● Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
● Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
● Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and
every case separately, which takes a line amount of time. They would like
to be able to collect these cases together and y message that would be
received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?
You need to validate web form functionality. Which method provides the most direct test?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?
