You need to migrate complex workflows from your legacy system. Which tool facilitates this?
A. Process Builder with drag-and-drop interface for designing automated processes within Salesforce.
B. Flow Builder with visual development environment for building complex automation and logic flows.
C. Apex code development for custom scripting and advanced workflow logic implementation.
D. All of the above, depending on the complexity and specific functionalities of the migrating workflows.
Explanation:
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you‘re migrating.
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?
A. Social Customer Service and ISV partner solution
B. Digital Engagement and Social Studio
C. Digital Engagement and ISV partner solution
Explanation:
For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
Reference: [Reference: Digital Engagement on Salesforce and Social Studio, , ]
You need to migrate both active and historical customer data. Which migration approach balances efficiency and minimal disruption?
A. Full cutover migration transferring all data at once, followed by system downtime for configuration.
B. Phased migration migrating specific data subsets in stages to minimize service interruption.
C. Incremental migration continuously syncing updates from legacy systems to Salesforce for real-time data consistency.
D. Pilot migration testing the process with a small data sample before large-scale migration commences.
Explanation:
A phased migration approach, where specific subsets of data (both active and historical customer data) are migrated in stages, balances efficiency and minimal disruption. This strategy allows continuous operation of both legacy and new systems during the transition phase, minimizing downtime and service interruptions. It also provides opportunities to address issues on a smaller scale before they affect the entire dataset.
References: https://help.salesforce.com/articleView?id=data_migration_strategies.htm
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?
A. Number of chat sessions handled by agents.
B. Total chat session duration divided by the number of sessions.Time spent by agents actively engaged in chat sessions.
C. All of the above, depending on the desired AHT calculation scope and inclusivity.
Reference: [Reference: Salesforce Metrics and Performance Measurement, ]
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?
A. Customer Satisfaction (CSAT) Score
B. Net Promoter Score (NPS)
C. Average Contact Handle Time (AHT)
D. Case Resolution Rate
Reference: [Reference: Salesforce Blog on Net Promoter Score, ]
Your deployment involves migrating historical case data. Which data preparation step helps maintain case history and audit trails accurately?
A. Transferring all available case data, including comments, attachments, and activity logs, during the migration process.
B. Configuring the new system to preserve chronological order and timestamps associated with historical case events.
C. Testing case history access and audit trail functionality to verify accurate retrieval and display of historical information.
D. All of the above, contributing to a complete and accessible migration of historical case data with preserved context and audit trails.
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.
References: https://help.salesforce.com/articleView?id=sf.data_migration_best_practices.htm
You‘re deploying a new AI-powered virtual assistant for initial customer inquiries. Which cut-over requirement helps maintain customer trust and transparency?
A. Clearly disclosing the use of AI and providing options for human interaction when needed.
B. Training the virtual assistant on diverse customer data and common language variations for accuracy.
C. Monitoring interactions and measuring the virtual assistant‘s effectiveness in resolving customer issues.
D. All of the above, contributing to a responsible and trustworthy AI implementation for customer support.
Explanation:
Deploying a new AI-powered virtual assistant effectively requires several critical steps: A. Transparency about the use of AI and ensuring customers have the option to interact with human agents if needed.B. Training the virtual assistant using diverse data sets to handle various customer inquiries accurately.C. Monitoring interactions and evaluating the effectiveness of the virtual assistant in resolving customer issues to continually improve its performance.These practices foster customer trust and ensure the AI assistant is effectively integrated into the support workflow, enhancing overall customer experience.
References: https://help.salesforce.com/articleView?id=ai_einstein_bots.htm
Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?
A. Create and assign a new Presence Configuration. Create and apply a new
B. Routing Configuration.
C. Create and assign a new Presence Status
Explanation:
To provide ramp-up time for junior agents handling fewer chat requests at a time, an administrator should create and assign a new Presence Status. This status would specifically allow junior agents to handle only two chat requests simultaneously, compared to the standard three. This setting tailors the workload according to the agent's capability, ensuring they are not overwhelmed, which helps in their gradual adaptation to the expected work pace.
References: https://help.salesforce.com/articleView?id=omnichannel_presence.htm
You need to configure email templates for case updates and notifications. Which tool best suits this task?
A. Salesforce Classic Email Templates with drag-and-drop content editing.
B. Entitlement Email Templates for automated communication based on service level agreements.
C. Lightning Email Templates with flexible design options and dynamic data merge fields.
D. Einstein Mail Composer powered by AI for personalized and responsive email content.
Explanation:
Lightning Email Templates provide the best solution for configuring email templates for case updates and notifications. These templates offer flexible design options and the ability to use dynamic data merge fields, making them ideal for creating personalized and context-specific communications.
References: https://help.salesforce.com/articleView?id=sf.email_templates_lightning.htm
Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?
A. Dividing customer data into separate subsets based on user groups for targeted and phased migration.
B. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.
C. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.
D. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.
Reference: [Reference: Salesforce Data Migration Best Practices]
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal. Which Experience Cloud template should a consultant recommend
A. Help Center
B. Customer Service
C. Customer Account Portal
Reference: [Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm, ]
You‘re preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?
A. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
B. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
C. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
Explanation:
Reference: [Reference: Salesforce Call Center Implementation, ]
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