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Accredited Professional Certification Salesforce-Contact-Center Release Date

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Question 52

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:

During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook

page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.

Which set of solutions should the consultant recommend for all the criteria to met?

Options:

A.

Social Customer Service and ISV partner solution

B.

Digital Engagement and Social Studio

C.

Digital Engagement and ISV partner solution

Question 53

The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.

A consultant has been asked to help Ursa Major Solar improve its customer

support operations through the implementation of Contact Center. The

company's main strategy is to enhance customer satisfaction and loyalty

while streamlining costs.

Which set of key performance indicators (KPIs) should the consultant

prioritize to measure the success of the Contact Center implementation?

Options:

A.

A Average response time, cost per call deflection rate, and employee

training time

B.

Revenue growth, number of repeat customers, net promoter score, and employment

C.

Average handling time, number of calls answered, customer satisfaction sure and employer training time

Question 54

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

Options:

A.

Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B.

Configuring clear opt-out options for customers within the chat window and on website landing pages.

C.

Providing agents with readily available customer context and browsing history within the chat interface.

D.

All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Question 55

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

Options:

A.

Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B.

Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C.

Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

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Exam Name: Salesforce Contact Center Accredited Professional Exam
Last Update: Dec 22, 2024
Questions: 205
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