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Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7. Which channel support requirement best aligns with this need?

A.

Configure separate queues for each channel with specific business hours.

B.

Utilize dynamic agent availability and presence routing across all channels.

C.

Implement a third-party chat solution with 24/7 availability integration.

D.

Set automatic case deflection rules for common issues on chat after business hours.

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

A.

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

B.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

C.

Documenting API configurations and connection details for external integrations after successful migration and testing.

D.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

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?

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 project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?

A.

Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.

B.

Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.

C.

Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

D.

All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.

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

A.

Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.

B.

Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.

C.

Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.

D.

All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

A.

Number of cases resolved, average handle time, and agent productivity metrics.

B.

Customer satisfaction scores, net promoter score (NPS), and customer retention rates.

C.

Cost savings achieved through operational efficiency and reduced call volume.

D.

All of the above, providing a holistic view of Contact Center impact on business goals.

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.

How should a consultant implement these requirements?

Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value

Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in

Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

Which recommendation should the consultant make to improve this?

A.

Implement an SMS Digital Channel and redirect customers from phone.

B.

Hire more service agents in peak season and meet customer needs on

demand

C.

Implement Email-to-Case and redirect customers from phone to email

The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

A.

Case Backlog Volume

B.

Average Time to Answer (ATA)

C.

SLA Adherence Rate

D.

Number of Overdue Cases

The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?

A.

Utilize custom fields to capture all types of customer information without access restrictions.

B.

Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

C.

Implement third-party data encryption solutions for additional security layers.

D.

Store all customer data in one field without any segregation or access control mechanisms.

The release plan includes automated regression testing. What is the primary benefit of this approach?

A.

Identifying new functionalities and features introduced during development.

B.

Ensuring existing functionalities and integrations continue to function properly after updates.

C.

Reducing manual testing efforts and streamlining the release process.

D.

All of the above, offering comprehensive validation and optimizing release efficiency.