Salesforce-Contact-Center Valid Exam Guide | Salesforce-Contact-Center Unlimited Exam Practice

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Salesforce Contact Center Accredited Professional Sample Questions (Q186-Q191):

NEW QUESTION # 186
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?

A. Omni-Channel Routing
B. Case Escalation Matrix
C. Workflow Rules
D. Entitlement Management

Answer: C

Explanation:
Workflow Rules in Salesforce Contact Center are designed to automate actions based on specific criteria, such as automatically escalating cases when certain conditions are met. These rules can be set to trigger alerts, field updates, or other actions like sending emails, thereby streamlining the process of case management without manual intervention.
Workflow Rules automate tasks based on set criteria, ideal for repetitive tasks like case escalation.
Case Escalation Matrix and Entitlement Management can also be part of the escalation process but are more about defining the parameters and rights of escalation rather than automating them.
Omni-Channel Routing is used more for routing tasks to the right agent rather than automating task execution.
For more about setting up and managing Workflow Rules for case escalation, you can visit Salesforce Workflow Management.

NEW QUESTION # 187
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

A. A combination of rolling updates and minimal downtime deployment techniques.
B. Weekend or after-hours deployment to minimize impact on regular operations.
C. Rolling updates with gradual user onboarding to the new system.
D. Full system outage for complete implementation and configuration.

Answer: A

Explanation:
To minimize disruption during the rollout of a new system, the most effective strategy is a combination of rolling updates and minimal downtime deployment techniques. This approach allows for gradual implementation and user adoption, ensuring that the system remains operational and that any issues can be addressed without significant impact on the overall operations.

NEW QUESTION # 188
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?

A. Revenue growth number of repeat customers, net promoter source, and employer le
B. Average response time, cost per call, deflection rate, and employee training lime
C. Average handling time, number of calls answered, customer satisfaction an training time

Answer: C

Explanation:
To ensure that temporary agents possess skillsets nearly equivalent to permanent staff, it's crucial to engage with training specialists, service agents, temporary agent leadership, and the Salesforce administrator during the discovery phase. These stakeholders can provide insights into the specific skills and knowledge required, the effectiveness of existing training programs, and the adaptability of the Salesforce environment to support the training and integration of temporary agents. Engaging these stakeholders helps in developing a comprehensive training plan that ensures temporary agents are well-prepared and skilled.

NEW QUESTION # 189
Your deployment involves migrating historical case dat
a. Which data preparation step helps maintain case history and audit trails accurately?

A. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
B. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
C. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.

Answer: D

Explanation:
Maintaining case history and audit trails accurately during a migration process involves several crucial steps:
A: Transferring all available case data, including comments, attachments, and activity logs, ensures that no historical data is lost.
B: Configuring the new system to preserve chronological order and timestamps of historical case events maintains the integrity of the case timeline.
C: Testing case history access and audit trail functionality ensures that all historical information is retrievable and accurately displayed post-migration.
These steps collectively ensure that historical case data is migrated completely and remains accessible and contextually intact in the new system.

NEW QUESTION # 190
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

A. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
What is one of the agile principles?
B. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript

Answer: C

Explanation:
configured in Amazon Connect a part of the implementation
Explanation:
One of the Agile principles relevant to the query is "Customer collaboration over processes and tools." This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development.
Reference: https://agilemanifesto.org/principles.html

NEW QUESTION # 191
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