Question # 1
| The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue
What is the reason for the work that was already in the queue not being pushed to agents? | | A. Records that exist in a queue prior to Omni-Channel routing activation will
not be pushed to an agent. | | B. The Apply to existing records in queue option was not selected. | | C. The type of work that was in the queue is not in the Selected Objects list
on the queue under Supported Objects |
A. Records that exist in a queue prior to Omni-Channel routing activation will
not be pushed to an agent.
Explanation:
When Omni-Channel routing is activated on a queue for the first time, existing records in that queue will not automatically be pushed to agents. This is because Omni-Channel only starts routing work items that arrive in the queue after its activation. Any work that was already in the queue prior to enabling Omni-Channel will need to be manually reassigned or triggered to enter the Omni-Channel routing process.
References: https://help.salesforce.com/articleView?id=sf.omnichannel_faq.htm
Question # 2
| The customer aims to automate repetitive case escalation processes. Which feature can streamline this? | | A. Workflow Rules | | B. Entitlements | | C. Field History Tracking | | D. Queues |
A. Workflow Rules
Explanation:
Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.
References: https://help.salesforce.com/articleView?id=workflow_rules.htm
Question # 3
| While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.
A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs? | | A. Omni Supervisor Console and Amazon Supervisor Dashboard | | B. Service Cloud Voice Analytics App and Omni Supervisor Console | | C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard |
B. Service Cloud Voice Analytics App and Omni Supervisor Console
Explanation:
For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.
Reference: [Reference: Service Cloud Voice Analytics, , ]
Question # 4
| The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable? | | A. Trailhead | | B. Premier Support | | C. Release Notes |
B. Premier Support
Question # 5
| The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this? | | A. Data Import Wizard | | B. Process Builder | | C. Apex Code | | D. Partner Integrations |
D. Partner Integrations
Question # 6
| You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency? | | A. Clearly disclosing the use of AI and providing options for human interaction when needed. | | B. Training the virtual assistant on diverse customer data and common language variations for accuracy. | | C. Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolving customer issues. | | D. All of the above, contributing to a responsible and trustworthy AI implementation for customer support. |
D. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
Explanation:
Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed.B. Training the virtual assistant using diverse data sets to handle various customer inquiries accurately.C. Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance.These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience.
References: https://help.salesforce.com/articleView?id=ai_einstein_bots.htm
Question # 7
| 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.
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