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Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
A. Phased deployment migrating agents and customer access in groups to minimize service interruption.
B. Parallel deployment running both platforms simultaneously until full migration to the new system.
C. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
D. All of the above, depending on the platform integration complexity and desired downtime window.
Explanation:
Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime.
References: https://help.salesforce.com/articleView?id=sf.deployment_best_practices.htm
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?
A. Case Volume Deflection Rate
B. Customer Effort Score (CES)
C. Number of Knowledge Base Articles Viewed
D. Web Chat Engagement Rate
Explanation:
The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.
References: https://help.salesforce.com/articleView?id=sf.service_channel_analytics.htm
You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?
A. Pre-populating agent dashboards with relevant information about incoming social media interactions.
B. Ensuring seamless continuity of ongoing social media conversations during the cut-over process.
C. Automating case creation and assignment based on social media message content and customer profiles.
D. All of the above, contributing to a smooth and efficient transition for handling social media inquiries.
Explanation:
Efficiently managing the transition of social media messaging in a new routing setup involves several strategies:A. Pre-populating agent dashboards with relevant information enhances readiness to handle incoming interactions effectively.B. Ensuring seamless continuity of ongoing conversations during the cut-over minimizes disruption to customer communications.C. Automating case creation and assignment based on social media content and customer profiles streamlines the response process.Combining these approaches ensures that social media inquiries are managed smoothly and efficiently during and after the transition.
References: https://help.salesforce.com/articleView?id=sf.social_customer_service_setup.htm
Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?
A. Omni-Channel Routing
B. Case Management
C. Service Cloud Einstein
D. Customer Community
Reference: [Reference: Salesforce Service Cloud Einstein, ]
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?
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
Explanation:
For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.
Reference: [Reference: Service Cloud Voice Analytics, , ]
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