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Which Salesforce feature facilitates this?
Your case management design includes knowledge base article recommendations within cases . Which Salesforce feature facilitates this? A. Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesnât resolve the issue. B. Case Escalation Rules automatically triggering article recommendations when specific criteria are met within...
Which release strategy best suits this scenario?
Your customer has a small-scale implementation with a tight timeline . Which release strategy best suits this scenario?A . Big bang deployment with all features rolled out simultaneously.B . Phased approach with incremental releases and controlled rollouts.C . Pilot deployment with a limited user group for initial testing and feedback.D...
Which feature can streamline this?
The customer aims to automate repetitive case escalation processes . Which feature can streamline this?A . Workflow RulesB . EntitlementsC . Field History TrackingD . QueuesView AnswerAnswer: A Explanation: Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows...
Which tool helps with this?
You need to validate case closure accuracy and completeness . Which tool helps with this? A. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled. B. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure. C. Case...
How can you leverage future functionality?
Your customer wants to personalize customer interactions based on past purchase history . How can you leverage future functionality?A . Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.B . Integrate with the CRM system to access customer data and personalize case handling approaches.C . Utilize AI-powered...
Which security requirement is most important?
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...
Which KPI is most valuable for this analysis?
The company prioritizes identifying trends and patterns in customer behavior . Which KPI is most valuable for this analysis?A . Contact Reason CategorizationB . Peak Volume HoursC . Customer Journey MappingD . Case Resolution TrendsView AnswerAnswer: C Explanation: Customer Journey Mapping is the most valuable KPI for identifying trends and...
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...
