Weekend Sale - Limited Time 70% Discount Offer - Ends in 0d 00h 00m 00s - Coupon code: sntaclus

examout.co

You need to configure reporting for bot performance analysis. Which metric best reflects customer satisfaction with the bot experience?

A.

Number of chat sessions handled by the bot versus live agents.

B.

Rate of successful resolutions achieved through bot interactions alone.

C.

Customer satisfaction ratings and feedback specifically gathered about the bot experience.

D.

Average conversation length and time spent interacting with the bot.

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.

A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.

The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging

Which capability should a consultant recommend?

A.

The Messaging for Agents guided flow in the Service Console

B.

Quick Texts for Messaging in the Service Console

C.

Interactive Messaging Components in the Service Connect

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

A.

Case Assignment Rule

B.

Skill-Based Routing Rules

C.

Omni Channel Flows

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

A.

Integrate with a third-party survey platform for customization and detailed analysis.

B.

Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C.

Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D.

Develop custom case fields and workflows to capture and track customer feedback internally.

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

A.

Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B.

Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

C.

C. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

A.

A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B.

Set up the After Conversation Work component so that an agent has time

to write a summary of the call before being assigned new inbound calls

again.

C.

Instruct agents to update their Presence Status to unavailable every time

they finish plane and put their status back to available' after wrapping up

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 case record.

B.

Reporting tools showing trends and patterns in case data entry and field values.

C.

Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

D.

All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

Where should the consultant point the agent to access the all transcript?

A.

conversation Component in Service Console

B.

Caller Contact record in Salesforce

C.

Amazon Connect Dashboard

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

A.

LiveChat

B.

Einstein Bots

C.

Salesforce Flow

D.

DocuSign

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

A.

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B.

Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C.

Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D.

All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.