The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

A. Integrate with a third-party survey platform for customization and detailed analysis.

B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D. Develop custom case fields and workflows to capture and track customer feedback internally.

Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

A. Case History related list displaying all updates and changes made to a specific case record.

B. Reporting tools showing trends and patterns in case data entry and field values.

C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.

D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

A. Salesforce Data Loader for bulk data imports and basic field validation.

B. Data Quality Rules within Salesforce highlighting missing information and formatting inconsistencies.

C. Einstein Anomaly Detection identifying unusual patterns and potential data inaccuracies within metrics.

D. All of the above, offering various options for ensuring data quality and reliable metric interpretation.

You need to validate automated case escalation. Which tool helps monitor and assess this process?

A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C. Supervisor Console providing insights into case status, queue information, and escalation triggers.

D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

A. Configuring data encryption for transferred information and user access with multi-factor authentication.

B. Conducting pre-migration security audits and vulnerability assessments of both platforms.

C. Establishing clear data ownership and access rights for users across the old and new platforms.

D. All of the above, contributing to a secure and controlled migration process with robust data protection.

Validating business processes involves testing workflows and flow logic. Which tool helps with this?

A. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.

B. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.

C. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.

D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.

D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.

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?

A. Enter the existing number when creating the channel in production

B. Request a new number for the production org

C. Log a case with Salesforce Customer Support

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types:

1. Omni-Channel Flow:

● This is the primary type used to route the conversation from the bot to the queue.

● The consultant can build a flow with a specific action to "Route Work Item."

● This action allows you to specify the target queue where the conversation will be directed.

2. Dialog: (Optional)

● While not required for basic transfers, dialogs can be used to

enhance the user experience during the transfer process.

● For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times.

● Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue.

A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud. Which tool should the consultant use?

A. Data Import Wizard

B. Salesforce REST API

C. Data Loader

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

A. Sending test emails with sample data sets and manually checking for merge field accuracy.

B. Utilizing pre-configured Salesforce test cases for email merge field functionality.

C. Reviewing email delivery logs and checking for errors or missing data in merged fields.

D. Implementing Apex triggers to validate data integrity before triggering email sending actions.

The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

A. Implement multi-factor authentication (MFA) for secure agent logins and access.

B. Configure field-level security to restrict access to sensitive data based on user roles.

C. Encrypt customer data at rest and in transit to protect against unauthorized access.

D. Regularly conduct security audits and vulnerability assessments to identify potential risks.

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

A. Presence-based routing automatically assigning tasks based on agent availability.

B. Omni-Channel Presence States indicating online and offline agent status for different channels.

C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D. All of the above, working together for optimal multi-channel task assignment and routing.