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You need to validate automated case escalation. Which tool helps monitor and assess this process?
A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
C. Supervisor Console providing insights into case status, queue information, and escalation triggers.
D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.
Explanation:
Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.
References: https://help.salesforce.com/articleView?id=custom_reports_dashboards.htm
Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?
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.
Explanation:
Reference: [Reference: Salesforce Security Best Practices, , ]
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
A. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
B. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
C. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.
Explanation:
Reference: [Reference: Salesforce Flow Debugger, ]
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?
A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
B. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
Explanation:
Continuous improvement in a Contact Center can be supported by leveraging a combination of Salesforce's pre-built reports and dashboards for tracking key metrics, utilizing Einstein Analytics for deeper insights and predictive capabilities, and gathering direct feedback from agents. This comprehensive approach allows organizations to identify areas for improvement based on quantitative data and qualitative feedback, facilitating proactive problem-solving and ensuring ongoing optimization of contact center operations.
References: https://help.salesforce.com/articleView?id=bi_introducing_einstein_analytics.htm
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?
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
Explanation:
Reference: [Reference: Salesforce Digital Engagement Guide, ]
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