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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 user queries.

B.

Utilizing NLP testing tools like Annotate.io or MonkeyLearn to analyze bot responses and accuracy.

C.

Conducting user testing sessions with real customers to gather feedback on chatbot interactions and understanding.

D.

All of the above, providing multi-faceted insights into chatbot NLP performance and user experience.

Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A.

Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.

B.

Process Builder sequences triggering automated case creation and assignment based on data triggers.

C.

Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.

D.

All of the above, working together for dynamic case assignment and escalation based on context and urgency.

The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

A.

Data Import Wizard

B.

Process Builder

C.

Apex Code

D.

Partner Integrations

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?

A.

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

B.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

C.

The consultant should propose creating an Escalation Rule Entry to set up

The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?

A.

Establishing a support channel for reporting issues and troubleshooting technical problems.

B.

Providing regular system updates and patches to address bugs and improve performance.

C.

Conducting periodic user training sessions to familiarize users with new features and updates.

The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

A.

Customer Satisfaction (CSAT) Score

B.

Net Promoter Score (NPS)

C.

Average Contact Handle Time (AHT)

D.

Case Resolution Rate

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.

How should a consultant suggest UMS configure its Experience Cloud site to support this?

A.

Use conditional visibility on the Embedded Messaging component to show

one for the users and one for guest users to alter the routing destination

B.

Pass in the User ID field as a hidden pre-chat field and check the vice of

that le Channel flow to determine the routing destination

C.

Create a Page Variation for each page where the chat is offerest one for

authenticated one for guest users to alter the routing destination

Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

A.

Salesforce Social Studio with connectors for managing various social media and messaging platforms.

B.

Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

C.

Flow Builder with pre-built templates for configuring messaging channel interactions and automation.

D.

Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.

Your scenario involves routing calls based on language spoken. Which feature facilitates this?

A.

Custom Apex code defining language detection and routing logic.

B.

Omni-Channel routing with skill mapping based on agent language proficiency.

C.

Phone Numbers configured with specific languages and automatic call routing.

D.

Integrated Speech-to-Text (STT) and language identification tools for real-time routing.

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

A.

SMS Messaging

B.

Facebook Messenger

C.

Messaging for In-App