- Email support@dumps4free.com
To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:
1. Omni-Channel Flow:
● This is the primary type used to route the conversation from the bot to the queue.
● The consultant can build a flow with a specific action to "Route Work Item."
● This action allows you to specify the target queue where the conversation will be directed.
2. Dialog: (Optional)
● While not required for basic transfers, dialogs can be used to
enhance the user experience during the transfer process.
● For example, the consultant can create a dialog that informs the
customer about the need to transfer the conversation to a live agent
and provides estimated wait times.
● Additionally, the dialog can collect any necessary information from the
customer before transferring the case to the queue.
A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud.
Which tool should the consultant use?
A. Data Import Wizard
B. Salesforce REST API
C. Data Loader
Explanation:
For migrating 100,000 historic cases from a legacy system to Salesforce, the consultant should use the Data Loader. Salesforce Data Loader is designed for bulk data operations and is the optimal tool for handling large-scale data migrations, such as 100,000 records or more. It provides the ability to insert, update, delete, or export Salesforce records. When importing data, Data Loader reads, extracts, and loads data from CSV files or from a database connection. For large data volumes, Data Loader is more efficient and robust than the Data Import Wizard, which is typically recommended for loading fewer than 50,000 records. The Data Loader also supports automated batch processing, making it suitable for migrating large datasets from legacy systems.
Reference: [Reference: Using Data Loader in Salesforce, , ]
You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?
A. Sending test emails with sample data sets and manually checking for merge field accuracy.
B. Utilizing pre-configured Salesforce test cases for email merge field functionality.
C. Reviewing email delivery logs and checking for errors or missing data in merged fields.
D. Implementing Apex triggers to validate data integrity before triggering email sending actions.
Explanation:
The most effective method to validate the accuracy of dynamic data merging in email templates is by sending test emails with sample data sets and manually checking the accuracy of the merged fields. This direct approach allows you to see exactly how the email appears to the recipient and confirm that all data fields are populating correctly. This hands-on verification ensures that any discrepancies can be quickly identified and corrected.
References: https://help.salesforce.com/articleView?id=sf.email_templates_test.htm
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
A. Implement multi-factor authentication (MFA) for secure agent logins and access.
B. Configure field-level security to restrict access to sensitive data based on user roles.
C. Encrypt customer data at rest and in transit to protect against unauthorized access.
D. Regularly conduct security audits and vulnerability assessments to identify potential risks.
Reference: [Reference: Salesforce Field-Level Security]
Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?
A. Presence-based routing automatically assigning tasks based on agent availability.
B. Omni-Channel Presence States indicating online and offline agent status for different channels.
C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
D. All of the above, working together for optimal multi-channel task assignment and routing.
Explanation:
Assigning chats and emails based on agent skills involves multiple features:A. Presence-based routing ensures tasks are assigned only when agents are available.B. Omni-Channel Presence States help manage which agents are online and ready to take on tasks across different channels.C. Skill-based routing leverages agent skill profiles to match them with tasks they are qualified to handle.Integrating these features provides a robust system that ensures tasks are assigned efficiently and effectively to the right agents at the right time.
References: https://help.salesforce.com/articleView?id=omnichannel_routing.htm
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
A. Verifying agent training on call scripts and adherence to regulatory requirements.
B. Ensuring proper opt-in mechanisms and customer consent management for outbound calls.
C. Implementing recording and call monitoring functionalities for compliance audits and quality control.
D. All of the above, contributing to a compliant and responsible outbound calling operation.
Explanation:
Mitigating compliance risks in outbound calling involves multiple considerations:A. Verifying agent training on call scripts ensures adherence to regulatory requirements.B. Ensuring proper opt-in mechanisms and management of customer consent guards against violations.C. Implementing recording and monitoring functionalities aids in compliance audits and quality control.Collectively, these measures foster a compliant approach to managing outbound calls, reducing risk and enhancing accountability.
References: https://help.salesforce.com/articleView?id=sf.voice_overview.htm
| Page 5 out of 43 Pages |
| Previous |