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Which tool helps with this?
Validating messaging channel functionality involves testing message delivery and content accuracy . Which tool helps with this?A . Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.B . Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.C ....
How can future functionality cater to both groups?
You have identified two personas for your Contact Center: experienced agents and new hires . How can future functionality cater to both groups?A . Develop advanced automation tools for experienced agents and basic training resources for new hires.B . Design a flexible interface that adapts to different skill levels and...
Which tool facilitates this?
Your design includes integrating WhatsApp Business for customer communication . Which tool facilitates this?A . Salesforce Social Studio with connectors for managing various social media and messaging platforms.B . Custom Apex code developed to connect Salesforce with the WhatsApp Business API.C . Flow Builder with pre-built templates for configuring messaging...
How can future functionality contribute to cost reduction?
Your customer focuses on cost efficiency . How can future functionality contribute to cost reduction?A . Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.B . Implement automated case categorization and routing to optimize agent utilization.C . Offer self-service options and chatbots to deflect simple inquiries...
Which third-party integration could be beneficial?
The customer needs real-time sentiment analysis during calls . Which third-party integration could be beneficial?A . ZoomB . Genesys Cloud CXC . Google Cloud AID . ZendeskView AnswerAnswer: C Explanation: Google Cloud AI offers powerful tools for real-time sentiment analysis during calls, making it a beneficial third-party integration for Salesforce...
Which KPI would effectively measure this?
The company prioritizes increasing online self-service adoption . Which KPI would effectively measure this?A . Case Volume Deflection RateB . Customer Effort Score (CES)C . Number of Knowledge Base Articles ViewedD . Web Chat Engagement RateView AnswerAnswer: A Explanation: The Case Volume Deflection Rate is the key performance indicator that...
Which tool helps monitor and assess this process?
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...
Which functionality is most important?
The customer requires secure access control for sensitive customer data . Which functionality is most important? A. Field-Level Security B. Two-Factor Authentication (2FA) C. Encrypted Case HistoriesView AnswerAnswer: A Explanation: Field-Level Security (FLS) is crucial in controlling access to sensitive data fields within Salesforce. By limiting visibility and editability of...
Which Salesforce feature offers this capability?
Your scenario requires generating automated case updates based on customer interactions . Which Salesforce feature offers this capability?A . Workflow Rules triggering email notifications and case updates based on specific events or field changes.B . Process Builder sequences defining automated actions and data updates based on triggers and conditions.C ....
Which KPI should be closely monitored?
The company desires to enhance first-contact resolution rate . Which KPI should be closely monitored?A . Number of Escalated CasesB . Agent Average AHTC . First Contact Resolution (FCR) RateD . Customer Effort Score (CES)View AnswerAnswer: C Explanation: To enhance the first-contact resolution rate, the most direct and relevant KPI...
