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You need to validate call recording functionality. Which Salesforce tool assists with this?

A.

Monitoring call logs and reports within Salesforce for recorded call availability.

B.

Utilizing the Call History related list on Case records to access and play recordings.

C.

Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

D.

All of the above, providing various options for accessing, playing, and reviewing call recordings.

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

A.

Customer Satisfaction (CSAT) Score

B.

Average Contact Handle Time (AHT)

C.

Case Resolution Rate

D.

Number of Resolved Cases

Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?

A.

Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn‘t resolve the issue.

B.

Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.

C.

All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

A.

Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.

B.

Implement automated case categorization and routing to optimize agent utilization.

C.

Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.

D.

All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:

Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.

Which Service Cloud Voice telephony model should a consultant recommend?

A.

Service Cloud Voice with partner telephony Service Cloud Voice with

Amazon Connect

B.

Service Cloud Voice with partner telephony from Amazon Connect

Given that Ursa Major Solar (UMS) is already satisfied with their current

C.

telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

A.

Pre-populating agent dashboards with relevant information about incoming social media interactions.

B.

Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

C.

Automating case creation and assignment based on social media message content and customer profiles.

D.

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

A.

Development of custom Apex code for data exchange with legacy systems.

B.

Potential data migration challenges and ensuring data integrity during integration.

C.

The availability and responsiveness of IT teams responsible for legacy systems.

D.

All of the above, requiring careful planning and consideration for potential complexities.

You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

A.

Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.

B.

Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.

C.

Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.

D.

All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

B.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

C.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

D.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

The environments that should have a two-way deployment connection in

this scenario are Test Sandbox and Production Org.

Which requirement needs to be met to perform a quick deployment for

change sets or Metadata API components without testing the full

deployment?

A.

Each class and trigger that was deployed is covered by at least 75% jointly

B.

Tests in the org or al local tests are run and Apex trigger have some

coverage

C.

Components have been validated successful for the target event within least

70 days