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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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