Question # 1
| Your scenario involves routing calls based on language spoken. Which feature facilitates this? |
| A. Custom Apex code defining language detection and routing logic. | | B. Omni-Channel routing with skill mapping based on agent language proficiency. | | C. Phone Numbers configured with specific languages and automatic call routing. | | D. Integrated Speech-to-Text (STT) and language identification tools for real-time routing. |
B. Omni-Channel routing with skill mapping based on agent language proficiency.
Explanation:
Omni-Channel routing with skill mapping based on agent language proficiency is the most effective feature for routing calls based on the language spoken. This feature allows calls to be directed to agents who are proficient in the language required by the caller, ensuring effective communication and enhancing customer satisfaction.
Question # 2
| The release plan includes automated regression testing. What is the primary benefit of this approach? |
| A. Identifying new functionalities and features introduced during development. | | B. Ensuring existing functionalities and integrations continue to function properly after updates. | | C. Reducing manual testing efforts and streamlining the release process. | | D. All of the above, offering comprehensive validation and optimizing release efficiency. |
D. All of the above, offering comprehensive validation and optimizing release efficiency.
Question # 3
| Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations. |
| A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements. | | B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports. | | C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system. | | D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system. |
D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
Question # 4
| You‘re deploying a new SMS channel for customer updates and notifications. Which cut- over requirement helps prevent message delivery failures and ensure customer reach? |
| A. Validating customer phone numbers and carrier compatibility before activating the SMS channel. | | B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications. | | C. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts. | | D. All of the above, contributing to reliable and effective SMS communication with customers. |
D. All of the above, contributing to reliable and effective SMS communication with customers.
Question # 5
A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours
Which set of functionalities should the consultant research in this case?
|
| A. Messaging for Web and Einstein Bots | | B. Web to Chat and Embedded Service | | C. Messaging for Web and Embedded Service |
C. Messaging for Web and Embedded Service
Question # 6
| You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility? |
| A. Einstein Analytics with customizable dashboards and visual data storytelling capabilities. | | B. Salesforce Reporting tools for generating detailed reports and data analysis. | | C. Omni-Channel dashboards providing real-time insights into agent activity and queue metrics. | | D. All of the above, depending on the desired level of detail, visual representation, and data access. |
D. All of the above, depending on the desired level of detail, visual representation, and data access.
Explanation:
Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits.
Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.
Question # 7
| The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need? |
| A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels. | | B. Configure a Knowledge Base with searchable articles and FAQs for self-service options. | | C. Implement the Customer Community for forum discussions and support ticket submission. | | D. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile. |
A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
Question # 8
| Your data includes sensitive customer information. Which security mechanism protects data during migration? |
| A. Data encryption at rest and in transit via SSL/TLS protocols. | | B. User permissions and field-level security restricting access to sensitive data within Salesforce. | | C. Data anonymization or pseudonymization masking sensitive information during migration and storage. | | D. All of the above, forming a multi-layered approach to data security during and after migration. |
D. All of the above, forming a multi-layered approach to data security during and after migration.
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