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
Reference: [Reference: Salesforce Blog on Net Promoter Score, ]
Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?
A. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
B. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
C. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
Explanation:
Maintaining case history and audit trails accurately during a migration process involves several crucial steps:A. Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.B. Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.C. Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.
References: https://help.salesforce.com/articleView?id=sf.data_migration_best_practices.htm
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
A. Clearly disclosing the use of AI and providing options for human interaction when needed.
B. Training the virtual assistant on diverse customer data and common language variations for accuracy.
C. Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolving customer issues.
D. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
Explanation:
Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed.B. Training the virtual assistant using diverse data sets to handle various customer inquiries accurately.C. Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance.These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience.
References: https://help.salesforce.com/articleView?id=ai_einstein_bots.htm
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
A. Create and assign a new Presence Configuration. Create and apply a new
B. Routing Configuration.
C. Create and assign a new Presence Status
Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.
References: https://help.salesforce.com/articleView?id=omnichannel_presence.htm
You need to configure email templates for case updates and notifications. Which tool best suits this task?
A. Salesforce Classic Email Templates with drag-and-drop content editing.
B. Entitlement Email Templates for automated communication based on service level agreements.
C. Lightning Email Templates with flexible design options and dynamic data merge fields.
D. Einstein Mail Composer powered by AI for personalized and responsive email content.
Explanation:
Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.
References: https://help.salesforce.com/articleView?id=sf.email_templates_lightning.htm
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
A. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
B. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
C. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
Reference: [Reference: Salesforce Data Migration Best Practices]
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal. Which Experience Cloud template should a consultant recommend
A. Help Center
B. Customer Service
C. Customer Account Portal
Reference: [Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm, ]
You‘re preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
A. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
B. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
C. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
Explanation:
Reference: [Reference: Salesforce Call Center Implementation, ]
Your KPIs include tracking customer satisfaction ratings for specific channels. Which feature facilitates this?
A. Surveys triggered after case closure based on case closure rules or manual initiation.
B. Einstein Feedback Surveys automatically sent based on interaction events and collecting customer feedback.
C. Custom Apex development for integrating third-party survey platforms into the Contact Center workflow.
D. All of the above, depending on the desired survey integration level and automation requirements.
Explanation:
Tracking customer satisfaction ratings for specific channels can be facilitated by various Salesforce features, depending on integration and automation needs:A. Surveys triggered after case closure can be automated through case closure rules or manually initiated, fitting standard operational workflows.B. Einstein Feedback Surveys are automatically sent based on specific interaction events, gathering timely and relevant customer feedback.C. Custom Apex development allows for the integration of third-party survey platforms, offering flexibility and enhanced survey capabilities.These options provide diverse methods to collect and analyze customer satisfaction across different channels, tailoring the approach to specific business needs.
References: https://help.salesforce.com/articleView?id=sf.survey_about.htm
Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project: Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling. Which set of features/capabilities will help UMS achieve this?
A. Service Cloud Voice, Omni-Channel, Service Console
B. Case Classification, Omni-Channel, Einstein Bots
C. Service Cloud Voice, Feedback Management, Einstein Boss
Explanation:
For Ursa Major Solar (UMS) to improve the speed and efficiency of its call handling, the integration of Service Cloud Voice, Omni-Channel, and the Service Console is optimal. Service Cloud Voice brings telephony inside the Salesforce platform, allowing agents to make and receive calls directly in Salesforce, providing them with a comprehensive view of the customer and their history. Omni-Channel ensures that calls are routed to the right agent at the right time, based on skills, availability, and workload. The Service Console offers a unified interface that lets agents manage multiple cases and calls efficiently, reducing time spent switching between screens and applications, and speeding up call resolution.
Reference: [Reference: Service Cloud Voice, , ]
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