The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions. Which Service Cloud Voice feature should a consultant recommend to accomplish this?
A. Hierarchical Sharing Settings on Calls
B. Collaboration on Call Recordings
C. Pause/Resume Call Recording
Explanation:
Reference: [Reference: Salesforce Service Cloud Voice Features, ]
You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?
A. Converting attachments to formats compatible with the new knowledge base system before the migration process.
B. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.
C. Testing access and download functionality for attached files within the new platform after the migration is complete.
D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.
Explanation:
Reference: [Reference: Salesforce Knowledge Management, ]
Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?
A. Workflow Rules with email action steps triggered by case creation events.
B. Process Builder sequences defining auto-reply steps and dynamic content insertion.
C. Entitlement Email Templates configured with automatic responses based on service level agreements.
D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.
Explanation:
Reference: [Reference: Salesforce Workflow and Approvals]
While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time. Which feature should the consultant use to accomplish this?
A. Mass Email
B. Experience Site
C. Public Groups
Explanation:
Reference: [Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm, ]
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
B. Implement Einstein Analytics for AI-powered insights and predictive analysis.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.
Explanation:
Reference: [Reference: Salesforce Documentation on Einstein Analytics, , ]
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
A. Develop custom formulas to calculate customer loyalty and contract value score.
B. Configure case fields to capture customer tier and contract details for manual prioritization.
C. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
D. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
Explanation:
Reference: [Reference: Salesforce Automation for Case Escalation]
Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
A. Providing comprehensive training on the dashboard features and metrics for agents.
B. Making the dashboard easily accessible and readily available within the agent interface.
C. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
Explanation:
For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:A. Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.B. Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.C. Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.
References: https://help.salesforce.com/articleView?id=sf.bi_dashboards.htm
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
A. Develop custom Apex code for automated email triggers and attachments.
B. Utilize Process Builder with predefined rules for email notifications based on case updates.
C. Configure outbound email integrations with pre-built templates for invoices and case summaries.
D. Implement Einstein Bots to handle email communication and automate basic customer interactions.
Explanation:
Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.
References: https://help.salesforce.com/articleView?id=sf.process_overview.htm
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?
A. Integrating knowledge base articles within relevant chat conversations and case workflows.
B. Providing prominent access points to the new knowledge base across various customer-facing channels.
C. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
D. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.
Explanation:
encourage self-service adoption through the new knowledge baseComprehensive Detailed Explanation with References:Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm
You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
A. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
B. Configuring clear opt-out options for customers within the chat window and on website landing pages.
C. Providing agents with readily available customer context and browsing history within the chat interface.
D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
Explanation:
Optimizing customer experience with a new web chat widget involves several strategic actions:A. Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.B. Configuring clear opt-out options respects customer preferences and minimizes intrusion.C. Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.
References: https://help.salesforce.com/articleView?id=sf.snapins_chat_overview.htm
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