- Email support@dumps4free.com
Universal Containers has tested Skills-Based Routing in a sandbox and is ready to deploy
to production.
Which solution should a consultant use to deploy the Service Resources, Skills, and
Routing?
A. Data Import Wizard
B. Data Loader
C. Mass Transfer Records
Explanation: For deploying Service Resources, Skills, and Routing configurations from sandbox to production, using Data Loader is recommended. This tool allows for the bulk import, export, and update of data, making it suitable for transferring complex configurations related to Skills-Based Routing and associated records efficiently.
Universal Containers is training a new set of service agents. Part of the training includes
handling messaging from customers.
However, it is important that contact center managers monitor the messaging sessions to
ensure the service agents' responses are professional and accurate and that the managers are able to assist when needed.
Which Lightning Console feature should a consultant configure to support this need?
A. Chat Supervisor tab and Whisper Messages
B. Incident Management tab and Whisper Messages
C. Omni-Channel Supervisor and Whisper Messages
Explanation: To enable contact center managers to monitor messaging sessions and provide guidance to service agents, configuring the Omni-Channel Supervisor feature along with Whisper Messages is recommended. This setup allows managers to oversee agent-customer interactions in real-time and offer discreet advice to agents during messaging sessions, ensuring professionalism and accuracy in responses.
Cloud Kicks customers need a method to create cases without a login. Managers are
concerned that public options will increase the number of spam cases created.
What is the recommended option to prevent the creation of spam cases?
A. On-Demand Email-to-Case Threading
B. Web-to-Case with Einstein Case Classification
C. Web-to-Case with reCAPTCHA enabled
Explanation: To enable case creation without login while preventing spam, using Web-to- Case with reCAPTCHA enabled is recommended. reCAPTCHA provides an additional layer of security by verifying that case submissions are made by humans, effectively reducing the likelihood of spam cases and maintaining the integrity of case data in Salesforce.
An organization has requested guidance on how to delete customers’ personal data when
they are no longer associated with the company to stay compliant with global data
protection and
privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
B. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
C. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
Explanation: To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority
cases. Lower Priority cases have different response times. The service center uses Omni-
Channel to
manage work items. However, many recently created, high-priority cases exceed the
service
deadline.
Which setting should a consultant configure to meet the requirements?
A. Skills-Based Routing
B. Capacity Model
C. Secondary Routing Priority
Explanation: To address the issue of high-priority cases exceeding service deadlines, configuring Secondary Routing Priority in Omni-Channel is recommended. This setting allows prioritization of high-priority work items, ensuring they are routed and addressed by agents promptly, in alignment with SLA commitments.
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