View all detail and faqs for the Salesforce-Contact-Center exam
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?
The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given
service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time
How should a consultant recommend implementing this requirement?
Universal Containers (UC) has a service report requirement to provide a
snapshot of customers, including the service products they are using, case
reason, and priority,
Which dashboard in Service Analytics should UC use? Sidebar-By
Ursa Major Solar will use Data Loader for data migration of closed cases
because of large amount of data
What does a consultant need to keep in mind while using data loader?
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
