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Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use? Sidebar-By
A. Customer
B. Open Cases
C. Account Profile
Explanation:
For Universal Containers, the "Account Profile" dashboard in Service Analytics is the most suitable choice. This dashboard provides a comprehensive snapshot of customers, including details on the service products they are using, case reasons, and priority. It is specifically designed to consolidate customer-related information, making it an ideal solution for UC's reporting needs.
References: https://help.salesforce.com/articleView?id=bi_analytics_app_service.htm
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
B. Flow Builder with visual development environment for building complex automation and logic flows.
C. Apex code development for custom scripting and advanced workflow logic implementation.
D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you‘re migrating.
Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why: During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response. Which set of solutions should the consultant recommend for all the criteria to met?
A. Social Customer Service and ISV partner solution
B. Digital Engagement and Social Studio
C. Digital Engagement and ISV partner solution
Explanation:
For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
Reference: [Reference: Digital Engagement on Salesforce and Social Studio, , ]
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
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.
Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.
References: https://help.salesforce.com/articleView?id=data_migration_strategies.htm
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
A. Number of chat sessions handled by agents.
B. Total chat session duration divided by the number of sessions.Time spent by agents actively engaged in chat sessions.
C. All of the above, depending on the desired AHT calculation scope and inclusivity.
Reference: [Reference: Salesforce Metrics and Performance Measurement, ]
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