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Which data model element facilitates this?
The customer wants to personalize customer interactions based on past interactions and preferences . Which data model element facilitates this?A . Custom fields capturing customer preferences and purchase history.B . Case history tracking with details of previous interactions and resolutions.C . Segmentation rules defining customer groups based on specific criteria...
Which AppExchange solution could be a good fit?
The customer lacks advanced AI capabilities for case deflection . Which AppExchange solution could be a good fit?A . LiveChatB . Einstein BotsC . Salesforce FlowD . DocuSignView AnswerAnswer: B Explanation: Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case...
Which Salesforce feature best addresses this?
Your customer wants to offer 24/7 omnichannel support with personalized interactions . Which Salesforce feature best addresses this?A . Omni-Channel RoutingB . Case ManagementC . Service Cloud EinsteinD . Customer CommunityView AnswerAnswer: C Explanation: Service Cloud Einstein is designed to enhance customer service operations with AI capabilities, providing personalized, predictive,...
Which feature promotes reusability and maintainability?
The customer wants to streamline agent onboarding and training . Which feature promotes reusability and maintainability?A . Develop unique training guides and resources for each agent role and case type.B . Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.C . Leverage Service Cloud Knowledge articles with searchable...
Which KPI is most relevant?
The company wants to assess brand loyalty and potential for referrals . Which KPI is most relevant?A . Customer Satisfaction (CSAT) ScoreB . Net Promoter Score (NPS)C . Average Contact Handle Time (AHT)D . Case Resolution RateView AnswerAnswer: B Explanation: The Net Promoter Score (NPS) is a critical KPI for...
Which KPI should be considered?
The company aims to track the impact of Salesforce Contact Center on revenue generation . Which KPI should be considered?A . Number of Closed Won DealsB . Contact Center Conversion RateC . Customer Retention RateD . Customer Lifetime Value (CLTV)View AnswerAnswer: B Explanation: To track the impact of the Salesforce...
Which KPI is most effective?
The company wants to track agent performance and identify areas for improvement . Which KPI is most effective? A. Customer Satisfaction (CSAT) Score B. Average Contact Handle Time (AHT) C. Case Resolution Rate D. Number of Resolved CasesView AnswerAnswer: A Explanation: To track agent performance and identify areas for improvement...
Which feedback mechanism would be most beneficial?
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...
Which Salesforce capability would be most helpful?
The customer wants to enable self-service options for simple issues . Which Salesforce capability would be most helpful?A . Knowledge BaseB . Process BuilderC . Web Service APID . OmniScriptView AnswerAnswer: A Explanation: The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access...
Which functionality empowers this?
The customer wants to offer self-service options for simple issues . Which functionality empowers this?A . Knowledge BaseB . Einstein BotsC . Web Service APID . Process BuilderView AnswerAnswer: B Explanation: Salesforce Einstein Bots are designed to provide automated, AI-driven responses to common customer inquiries, which is a core capability...
