The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?
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?
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?
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
The reason why the work that was already in the queue is not being pushed to agents is:
The "Apply to existing records in queue" option was not selected.
At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer
What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?
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.
Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?
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?
TESTED 20 Feb 2025
