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The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).
Ursa Major Solar is advised by a consultant to utilize Continuous
Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.
What should the consultant outline as the advantage of a Cl process to the
customer?
Universal Containers (UC) has been working on a Digital Engagement
implementation C requires minimal customization efforts and, therefore,
has decided to go with change a deployments. UC's current environments
are listed below.
• Production Org
• Test Sandbox
• Developer Sandbox
Which environments should have a two-way deployment connection in this
scenario
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?
You need to validate web form functionality. Which method provides the most direct test?
The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:
Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.
For which channels can UMS implement this?
You need to configure email templates for case updates and notifications. Which tool best suits this task?
Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
The customer requires advanced customization for specific workflows. What is the best approach?
While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?
The customer wants detailed reports on agent performance and customer satisfaction. Which Salesforce tool provides this?
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
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?
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?
Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?
The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?
The consultant should suggest UMS configure its Experience Cloud site to
support the desired chat routing using the following approach:
Pass in the User ID field as a hidden pre-chat field and check the value of
that field in an Omni-Channel flow to determine the routing destination.
The customer service manager at Universal Containers wants to implement
a process to ensure cases that are not resolved in time get brought to the
attention of more experienced service agents. A consultant has proposed
to implement case escalation rules for this. Which best practice should the
consultant observe when configuring case escalation rules?
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging
Which capability should a consultant recommend?
You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?
You‘re deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?
You need to validate case closure accuracy and completeness. Which tool helps with this?
Your scenario involves routing calls based on language spoken. Which feature facilitates this?
You‘re migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?
The release plan includes automated regression testing. What is the primary benefit of this approach?
Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?
The environments that should have a two-way deployment connection in
this scenario are Test Sandbox and Production Org.
Which requirement needs to be met to perform a quick deployment for
change sets or Metadata API components without testing the full
deployment?
The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?
You need to validate bot security and data privacy compliance. Which tool helps with this?
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?
You need to validate call recording functionality. Which Salesforce tool assists with this?
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
Ursa Major Solar will use Data Loader for data migration of closed cases
because of large amount of data
What does a consultant need to keep in mind while using data loader?
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for
the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general
queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically
so they do not pick cases. They also require that if the case cannot be
directed to the correct agent, there is a fallback option. The agent can be
assigned cases from different channels and would like this incorporated
into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?
To ensure a successful digital transformation with a multi-channel strategy,
engaging the right stakeholders during the discovery phase is crucial.
Here's the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?
You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?
You need to validate data migration accuracy and completeness. Which tool assists with this process?
Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?
The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?
(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
TESTED 12 Sep 2025