Question # 1
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 |
C. Log a case with Salesforce Customer Support
Explanation:
Reference: [Reference: Salesforce Digital Engagement Guide, ]
Question # 2
| 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.
|
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
Question # 3
| 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. |
D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.
Explanation:
Reference: [Reference: Salesforce Flow Debugger, ]
Question # 4
| 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. |
D. All of the above, contributing to a secure and controlled migration process with robust data protection.
Explanation:
Reference: [Reference: Salesforce Security Best Practices, , ]
Question # 5
| 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. |
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
Question # 6
| Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks? |
| A. Salesforce Data Loader for bulk data imports and basic field validation. | | B. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies. | | C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics. | | D. All of the above, offering various options for ensuring data quality and reliable metric interpretation. |
D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.
Explanation:
Validating data quality and the accuracy of Contact Center metrics involves multiple tools and approaches:A. Salesforce Data Loader can be used for bulk data imports and performing basic field validations.B. Data Quality Rules help highlight missing information and formatting inconsistencies within Salesforce.C. Einstein Anomaly Detection tools identify unusual patterns that may indicate data inaccuracies.Employing these tools collectively enhances the reliability of data and the accuracy of metric interpretation across the Contact Center.
References: https://help.salesforce.com/articleView?id=sf.data_quality.htm
Question # 7
| Validating case management functionality involves assessing data capture accuracy. Which tool assists with this? |
| A. Case History related list displaying all updates and changes made to a specific case record. | | B. Reporting tools showing trends and patterns in case data entry and field values. | | C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields. | | D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues. |
D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
Explanation:
Reference: [Reference: Salesforce Data Quality Tools, , ]
Question # 8
| The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial? |
| A. Integrate with a third-party survey platform for customization and detailed analysis. | | B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure. | | C. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions. | | D. Develop custom case fields and workflows to capture and track customer feedback internally. |
B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
Explanation:
Reference: [Reference: Salesforce Surveys, ]
Question # 9
Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?
|
| A. Chatter | | B. Case Comments | | C. Case Hierarchy |
C. Case Hierarchy
Explanation:
To manage a large volume of cases and the associated communication threads effectively, the consultant should implement a Case Hierarchy. Case Hierarchy allows the organization to link related cases, making it easier to track all communication concerning a customer issue across different cases and channels. This structure helps in maintaining a clear and organized overview of the case progression, facilitating easier follow-up and resolution. Case Hierarchy is particularly beneficial in environments where cases often involve multiple interactions over a range of related issues.
Reference: [Reference: Organizing Cases in Salesforce, , ]
Question # 10
| To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process? |
| A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation. | | B. Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails. | | C. Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation. |
A. Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.
Explanation:
To validate email deliverability, especially in terms of avoiding spam filters and blacklists, using email testing services is highly effective: A. Email testing services like Mail Tester and GlockApps analyze email content, simulate sending to major email providers, and report on elements that could trigger spam filters. These services provide actionable insights that can help in adjusting email content and settings to improve deliverability.
While B and C are valuable for overall email deliverability management, they do not specifically provide testing or simulation of spam filter activation, which is crucial for proactive deliverability testing.
For more on improving email deliverability with Salesforce, including the use of testing tools, you can visit:https://developer.salesforce.com/
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