Question # 1
| The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this? | | A. Analytics Cloud | | B. Reports & Dashboards | | C. Einstein Bots | | D. Einstein Discovery |
B. Reports & Dashboards
Explanation: Salesforce's Reports & Dashboards tool is specifically designed to provide detailed analytics on various operational metrics, including agent performance and customer satisfaction. This tool allows organizations to create customized reports and dashboards that visualize data effectively, helping managers monitor and analyze performance trends and make informed decisions based on real-time data.
Question # 2
| The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose? | | A. Net Promoter Score (NPS) | | B. Customer Lifetime Value (CLTV) | | C. Customer Effort Score (CES) | | D. First Contact Resolution (FCR) Rate |
C. Customer Effort Score (CES)
Question # 3
| Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this? | | A. Salesforce Social Studio for managing social media engagement and customer inquiries. | | B. Flow Builder with social media connectors for creating automated processes in response to social interactions. | | C. Omni-Channel routing rules directing social media messages to qualified agents based on content and context. | | D. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center. |
D. All of the above, enabling seamless integration and routing of social media interactions within the Contact Center.
Question # 4
| The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this? | | A. Routing Rules | | B. Skill-Based Routing | | C. Entitlements | | D. Omni-Channel Presence |
B. Skill-Based Routing
Explanation:
Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.
References: https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm
Question # 5
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this functionality?
| | A. Provision a short code phone number at least 8 weeks before golive | | B. Provision a toll free phone number at least 8 weeks before golive | | C. Provision a long code phone number on least 2 weeks before golive |
C. Provision a long code phone number on least 2 weeks before golive
Question # 6
| Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective? | | A. Number of self-service articles viewed or downloaded by customers. | | B. Percentage of cases deflected through self-service channels and resolved without agent intervention. | | C. Customer satisfaction ratings and feedback on the self-service experience. | | D. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction. |
D. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
Explanation:
Reference: [Reference: Salesforce Service Cloud Metrics, ]
Question # 7
| Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding? | | A. Providing comprehensive training on the dashboard features and metrics for agents. | | B. Making the dashboard easily accessible and readily available within the agent interface. | | C. Customizing the dashboard layout and visualizations to align with agent preferences and needs. | | D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard. |
D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
Explanation:
For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:A. Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.B. Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.C. Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.
References: https://help.salesforce.com/articleView?id=sf.bi_dashboards.htm
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