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The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook
page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
The customer needs real-time sentiment analysis during calls. Which third-party integration could be beneficial?
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?
You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?
The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?
The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?
The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
Your data migration timeline is tight. Which option helps expedite the process?
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?
The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
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?
The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?
Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?
You‘re deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.
Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can
be answered.
Which changes to the Contact Support form process should a consultant suggest to improve the response times?
Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?
You need to configure email templates for case updates and notifications. Which tool best suits this task?
You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
You need to validate bot security and data privacy compliance. Which tool helps with this?
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?
The customer requires advanced customization for specific workflows. What is the best approach?
You need to validate call recording functionality. Which Salesforce tool assists with this?
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
You‘re deploying a new email channel integration for customer support. Which cut-over requirement helps maintain data accuracy and consistency?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
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?
You need to validate web form functionality. Which method provides the most direct test?
The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?
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?
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?
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
You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?
The consultant should suggest UMS configure its Experience Cloud site to
support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of
that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement
a process to ensure cases that are not resolved in time get brought to the
attention of more experienced service agents. A consultant has proposed
to implement case escalation rules for this. Which best practice should the
consultant observe when configuring case escalation rules?
You‘re migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
Ursa Major Solar will use Data Loader for data migration of closed cases
because of large amount of data
What does a consultant need to keep in mind while using data loader?
The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
TESTED 19 May 2024