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Salesforce-Contact-Center Salesforce Contact Center Accredited Professional Exam Questions and Answers

Questions 4

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

Options:

A.

Custom fields capturing customer preferences and purchase history.

B.

Case history tracking with details of previous interactions and resolutions.

C.

Segmentation rules defining customer groups based on specific criteria and behavior.

D.

All of the above, used in combination for comprehensive customer context and personalized experiences.

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Questions 5

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

Options:

A.

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

B.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

C.

Documenting API configurations and connection details for external integrations after successful migration and testing.

D.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

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Questions 6

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach:

Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation.

How should a consultant recommend UC configure this solution?

Options:

A.

Set up the organization's default business hours and create an escalation

rule where the case matches the criteria associated with different business

hours.

B.

Create an Apex trigger that checks the default business hours and the

business hours on an escalation.

C.

Set up the organization's default business hours and set up another set of

business ho the second option

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Questions 7

Validating Omni-Channel routing effectiveness involves monitoring agent workload. Which tool helps with this?

Options:

A.

Omni-Channel dashboards displaying real-time agent activity and task queues.

B.

Supervisor Console providing insights into agent status, chat transcripts, and performance metrics.

C.

Agent Workbench showing assigned tasks and workload across different channels.

D.

All of the above, offering comprehensive views of agent workload and queue distribution for optimizing routing.

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Questions 8

Which standard field options should a consultant recommended form for In-App Messaging?

Options:

A.

First Name, Last Name, Email Order Number

B.

First Name Last Name Email Account Number

C.

First Name, Last Name, Emil Subject

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Questions 9

The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

Options:

A.

Routing Rules

B.

Skill-Based Routing

C.

Entitlements

D.

Omni-Channel Presence

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Questions 10

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

Options:

A.

A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B.

Set up the After Conversation Work component so that an agent has time

to write a summary of the call before being assigned new inbound calls

again.

C.

Instruct agents to update their Presence Status to unavailable every time

they finish plane and put their status back to available' after wrapping up

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Questions 11

Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Options:

A.

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.

B.

Manually reviewing and adjusting internal links and formatting within each article before migration.

C.

Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

D.

All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

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Questions 12

The consultant needs to specify the Inbound Flow Action in the channel

setting, in addition to selecting the flow, to use the Omni-Channel flow for

the Enhanced Bot.

During a workshop, management at a company explains that its contact

center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general

queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically

so they do not pick cases. They also require that if the case cannot be

directed to the correct agent, there is a fallback option. The agent can be

assigned cases from different channels and would like this incorporated

into the routing model.

Which setting in Email-to-Case should a consultant recommend the

company utilize?

Options:

A.

Flow Settings

B.

Case Owner Settings

C.

Task Settings

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Questions 13

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

Options:

A.

Knowledge Base

B.

Process Builder

C.

Web Service API

D.

OmniScript

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Questions 14

Ursa Major Solar has recently completed testing of its upgrade to

Enhanced Digital Engagement channels. A consultant needs to now move

the WhatsApp number on the testing sandbox to production.

How should the consultant accomplish this?

Options:

A.

Enter the existing number when creating the channel in production

B.

Request a new number for the production org

C.

Log a case with Salesforce Customer Support

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Questions 15

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?

Options:

A.

SMS Messaging

B.

Facebook Messenger

C.

Messaging for In-App

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Questions 16

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

Options:

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.

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Questions 17

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

Options:

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.

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Questions 18

Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

Options:

A.

Process Builder sequences defining IVR menus and routing options based on caller selections.

B.

Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

C.

Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

D.

All of the above, depending on the complexity of the desired IVR functionalities.

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Questions 19

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

Options:

A.

Develop custom reports with unique data models for each case type and channel.

B.

Utilize standard case fields and reporting tools to categorize and analyze data across the board.

C.

Implement separate dashboards for each channel and case type with customized metrics.

D.

Employ third-party analytics tools with independent data structures and visualizations.

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Questions 20

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

Options:

A.

Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

B.

Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

C.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

D.

All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

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Questions 21

You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?

Options:

A.

Full cutover migration transferring all data at once, followed by system downtime for configuration.

B.

Phased migration migrating specific data subsets in stages to minimize service interruption.

C.

Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.

D.

Pilot migration testing the process with a small data sample before large-scale migration commences.

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Questions 22

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?

Options:

A.

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

B.

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

C.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

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Questions 23

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

Options:

A.

Einstein Bots with natural language processing and conversational AI capabilities.

B.

Flow Builder with chatbot elements for building conversational interfaces within flows.

C.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

D.

All of the above, providing various options for building and integrating chatbots into your self-service experience.

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Questions 24

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

Options:

A.

Customer Satisfaction (CSAT) Score

B.

Average Contact Handle Time (AHT)

C.

Case Resolution Rate

D.

Number of Resolved Cases

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Questions 25

The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

Options:

A.

Proceed with the release despite technical issues, as per the planned schedule.

B.

Delay the release to ensure complete resolution of technical issues before deployment.

C.

Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

D.

Ignore the technical issues and hope they resolve themselves after release.

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Questions 26

Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?

Options:

A.

Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.

B.

Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.

C.

Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

D.

All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.

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Questions 27

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

Options:

A.

Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B.

Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

C.

C. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

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Questions 28

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?

Options:

A.

Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

B.

Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

C.

Training agents on using the social media listening tool to effectively engage with customers and address concerns.

D.

All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.

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Questions 29

The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?

Options:

A.

Utilize custom fields to capture all types of customer information without access restrictions.

B.

Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

C.

Implement third-party data encryption solutions for additional security layers.

D.

Store all customer data in one field without any segregation or access control mechanisms.

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Questions 30

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

Options:

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.

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Questions 31

Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?

Options:

A.

Account records representing your customer organizations.

B.

Contact records for individual customer contacts.

C.

User records for your contact center agents.

D.

Custom objects specifically designed for tracking agent performance metrics.

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Questions 32

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?

Options:

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

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Questions 33

The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Options:

A.

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

B.

A Use Slack to allow agents to share best practices in responding to customer questions

C.

Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

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Questions 34

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Options:

A.

Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.

B.

Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

C.

Manually comparing case details and identifying duplicates for removal or merging before data migration.

D.

All of the above, depending on the complexity and desired level of automation for duplicate case handling.

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Questions 35

Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

Options:

A.

Number of self-service articles viewed or downloaded by customers.

B.

Percentage of cases deflected through self-service channels and resolved without agent intervention.

C.

Customer satisfaction ratings and feedback on the self-service experience.

D.

All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.

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Questions 36

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?

Options:

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

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Questions 37

The legal team emphasizes data security and compliance. How can future functionality address this?

Options:

A.

Implement field-level security to restrict access to sensitive data based on user roles and permissions.

B.

Encrypt customer data at rest and in transit to protect against unauthorized access.

C.

Conduct regular security audits and vulnerability assessments to identify potential risks.

D.

All of the above, combined for a comprehensive approach to data security and compliance.

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Questions 38

The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

Options:

A.

Custom fields capturing escalation triggers like priority or SLA breaches.

B.

Workflow Rules configured with escalation steps and case field conditions.

C.

Process Builder sequences defining escalation actions and notifications.

D.

Entitlements specifying service level agreements and associated escalation rules.

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Questions 39

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.

A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.

Where should the consultant point supervisors to track these KPIs?

Options:

A.

Omni Supervisor Console and Amazon Supervisor Dashboard

B.

Service Cloud Voice Analytics App and Omni Supervisor Console

C.

Service Cloud Voice Analytics App and Amazon Supervisor Dashboard

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Questions 40

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

Options:

A.

Configuring data encryption for transferred information and user access with multi-factor authentication.

B.

Conducting pre-migration security audits and vulnerability assessments of both platforms.

C.

Establishing clear data ownership and access rights for users across the old and new platforms.

D.

All of the above, contributing to a secure and controlled migration process with robust data protection.

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Questions 41

Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?

Options:

A.

Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.

B.

API authentication mechanisms ensuring authorized access and verification for data exchange.

C.

Field-Level Encryption selectively encrypting sensitive data fields within the bot‘s data storage.

D.

All of the above, forming a multi-layered security approach for data exchange with external systems.

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Questions 42

Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

Options:

A.

Case History related list displaying all updates and changes made to a specific case record.

B.

Reporting tools showing trends and patterns in case data entry and field values.

C.

Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

D.

All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

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Questions 43

You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

Options:

A.

Salesforce Reporting with basic filters and data grouping for analysis.

B.

Omni-Channel dashboards providing real-time insights and basic trend visualization.

C.

Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

D.

All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

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Questions 44

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?

Options:

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

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Questions 45

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

Options:

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.

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Questions 46

To ensure a successful digital transformation with a multi-channel strategy,

engaging the right stakeholders during the discovery phase is crucial.

Here's the breakdown of the options and why the most suitable choice is:

Option 3: VP of Customer Experience; VP of Service; IT Leadership.

Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

Options:

A.

Average response time, cost per call, deflection rate, and employee training

lime

B.

Revenue growth number of repeat customers, net promoter source, and employer le

C.

Average handling time, number of calls answered, customer satisfaction an training time

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Questions 47

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Options:

A.

Implement custom dashboards with visualizations of overall case volume and agent performance.

B.

Configure reports with filters to break down case resolution times by agent and case priority.

C.

Develop custom fields and reports to categorize cases by product and track resolution times per category.

D.

Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

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Questions 48

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?

Options:

A.

Organizes source development into package directories

B.

Ensures application quality before any corrupt change can get into the Source..

C.

Creates and deletes package versions in each testing environment

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Questions 49

You‘re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

Options:

A.

Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.

B.

Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.

C.

Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.

D.

All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

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Questions 50

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

Options:

A.

LiveChat

B.

Einstein Bots

C.

Salesforce Flow

D.

DocuSign

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Questions 51

Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

Options:

A.

Implement custom Apex code for routing and case management.

B.

Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

C.

Utilize a third-party call center solution integrated with Salesforce.

D.

Increase agent resources without considering automation or process optimization.

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Questions 52

Your design specifies dynamic greetings in email templates based on customer data. Which Salesforce feature enables this personalization?

Options:

A.

Custom Apex code to programmatically insert customer data into email templates.

B.

Merge fields in email templates linked to specific object fields containing customer information.

C.

Process Builder sequences dynamically updating and inserting personalized data into email content.

D.

Einstein Content Recommendations suggesting relevant templates and content based on customer data.

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Questions 53

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:

Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account's dedicated service agent?

Options:

A.

Case Assignment Rule

B.

Skill-Based Routing Rules

C.

Omni Channel Flows

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Questions 54

You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

Options:

A.

Develop advanced automation tools for experienced agents and basic training resources for new hires.

B.

Design a flexible interface that adapts to different skill levels and learning styles.

C.

Implement separate knowledge bases with content tailored to each persona‘s experience level.

D.

Offer personalized dashboards with relevant metrics and performance insights for each agent.

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Questions 55

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

Options:

A.

Customer Satisfaction (CSAT) Score

B.

Net Promoter Score (NPS)

C.

Average Contact Handle Time (AHT)

D.

Case Resolution Rate

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Questions 56

Universal Containers (UC) has been working on a Digital Engagement

implementation C requires minimal customization efforts and, therefore,

has decided to go with change a deployments. UC's current environments

are listed below.

• Production Org

• Test Sandbox

• Developer Sandbox

Which environments should have a two-way deployment connection in this

scenario

Options:

A.

Test Sandbox and Developer Sandbox

B.

Developer Sandbox and Production

C.

Production Ong and Test Sandbox

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Questions 57

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

Options:

A.

Matching rules defining criteria for identifying and merging duplicate records.

B.

Data Import Wizard with duplicate prevention settings during bulk data importing.

C.

Workflow Rules automatically triggering deduplication logic based on specific data fields.

D.

All of the above, working together to prevent duplicate records and ensure data integrity after migration.

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Questions 58

The best practice that the consultant should observe when configuring case escalation rules is:

Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated.

Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?

Options:

A.

Queue

B.

Omni-Channel Flow

C.

Dialog

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Questions 59

The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.

An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue

What is the reason for the work that was already in the queue not being pushed to agents?

Options:

A.

Records that exist in a queue prior to Omni-Channel routing activation will

not be pushed to an agent.

B.

The Apply to existing records in queue option was not selected.

C.

The type of work that was in the queue is not in the Selected Objects list

on the queue under Supported Objects

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Questions 60

Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

Options:

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.

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Questions 61

You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

Options:

A.

Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.

B.

Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.

C.

Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.

D.

All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.

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Exam Name: Salesforce Contact Center Accredited Professional Exam
Last Update: Dec 4, 2024
Questions: 205

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