Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?
The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time
How should a consultant recommend implementing this requirement?
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.
How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?
The customer aims to automate repetitive case escalation processes. Which feature can streamline this?
The customer requires secure access control for sensitive customer data. Which functionality is most important?
Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?
You encounter unexpected data inconsistencies during migration. Which approach helps maintain data integrity?
The desired process of reassigning cases to a higher support tier when SLA
timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as
social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?
TESTED 20 Feb 2025
