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Salesforce Salesforce-Contact-Center Salesforce Contact Center Accredited Professional Exam Exam Practice Test

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Total 205 questions

Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 1

Your data migration plan involves staged rollouts for different user groups. Which data preparation step facilitates this approach?

Options:

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.

Question 2

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Options:

A.

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

B.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

C.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

D.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

Question 3

Your scenario involves deploying a new outbound calling feature for targeted campaigns. Which cut-over requirement helps mitigate compliance risks?

Options:

A.

Verifying agent training on call scripts and adherence to regulatory requirements.

B.

Ensuring proper opt-in mechanisms and customer consent management for outbound calls.

C.

Implementing recording and call monitoring functionalities for compliance audits and quality control.

D.

All of the above, contributing to a compliant and responsible outbound calling operation.

Question 4

Validating email functionality involves testing delivery and content accuracy. Which tool helps with email address verification?

Options:

A.

Salesforce Reports with filters to identify cases with invalid email addresses.

B.

Data Loader functionality for bulk email address validation against external databases.

C.

Einstein Validation Service for real-time email address verification during data entry.

D.

Salesforce Sandbox environment for sending test emails and verifying recipient details.

Question 5

The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

Options:

A.

Case Backlog Volume

B.

Average Time to Answer (ATA)

C.

SLA Adherence Rate

D.

Number of Overdue Cases

Question 6

Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

Options:

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 case deflection tools to suggest personalized offers and upsell opportunities.

D.

Implement dynamic routing based on purchase history to connect customers with appropriate agents.

Question 7

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

Options:

A.

Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.

B.

Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.

C.

Documenting API configurations and connection details for external integrations after successful migration and testing.

D.

All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Question 8

The customer requires secure access control for sensitive customer data. Which functionality is most important?

Options:

A.

Field-Level Security

B.

Two-Factor Authentication (2FA)

C.

Encrypted Case Histories

Question 9

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

Options:

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.

Question 10

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

Options:

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.

Question 11

While some of your suggestions aim to address Ursa Major Solar's need to

accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:

Ursa Major Solar (UMS) is implementing Email-to-Case in its …

Salesforce notaro which it has used in the past 2 years as its Case

Management system, to place is the party Email Channel provider. UMS is

excited to learn about the artificial in capability in Einstein Case

Classification and would like to prioritize the capturing the build as must-have

After verifying the license, how should a consultant include the Einstein

Case Classification capability in the same project?

Add two requirements to the backlog in the current release date

EmailMessage object to meet data requirements for Einstein formal Car

Cassium be up Einstein Case Classification.

Add the requirement to a future release since Einstein rends at least 400

the past 6 months to build the model in Email Channel

Add the requirement in the current release as the customer are case

records and because of the reed to prontice the manner Classification

The most appropriate approach for incorporating Einstein Case

Classification into the same project is to:

Options:

A.

A Add two requirements to the backlog in the current release:

B.

Ursa Major Solar has recently seen a big increase in case volume due to

the launch of new product.

What should the company do to deflect cases?

Implement an internal knowledge base.

Implement a customer-facing knowledge base Implement a new channel in

SMS. Choose

While both implementing an internal knowledge base and implementing a

customer-facing knowledge base can help deflect cases, the most

<
C.

bot. The same Einstein Bot can be deployed to all Enhanced Digital … that Sent Cloud supports

D.

Three bots. One bot per channel will provide a chunne specific customer..

E.

Two bots. Fewer bots means less maintenance and the same can be p and

Facebook Messenger

Question 12

Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?

Options:

A.

Matching rules defining criteria for identifying and merging duplicate records.

B.

Data Import Wizard with duplicate prevention settings during bulk data importing.

C.

Workflow Rules automatically triggering deduplication logic based on specific data fields.

D.

All of the above, working together to prevent duplicate records and ensure data integrity after migration.

Question 13

The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?

Options:

A.

Utilize custom fields to capture all types of customer information without access restrictions.

B.

Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

C.

Implement third-party data encryption solutions for additional security layers.

D.

Store all customer data in one field without any segregation or access control mechanisms.

Question 14

You‘re deploying a new SMS channel for customer updates and notifications. Which cut-over requirement helps prevent message delivery failures and ensure customer reach?

Options:

A.

Validating customer phone numbers and carrier compatibility before activating the SMS channel.

B.

Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.

C.

Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.

D.

All of the above, contributing to reliable and effective SMS communication with customers.

Question 15

The customer requires advanced customization for specific workflows. What is the best approach?

Options:

A.

Out-of-the-box configuration

B.

Salesforce Flow

C.

Third-party development

D.

Custom Apex coding

Question 16

You‘re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

Options:

A.

Pre-populating agent dashboards with relevant information about incoming social media interactions.

B.

Ensuring seamless continuity of ongoing social media conversations during the cut-over process.

C.

Automating case creation and assignment based on social media message content and customer profiles.

D.

All of the above, contributing to a smooth and efficient transition for handling social media inquiries.

Question 17

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

Options:

A.

Providing comprehensive training on the dashboard features and metrics for agents.

B.

Making the dashboard easily accessible and readily available within the agent interface.

C.

Customizing the dashboard layout and visualizations to align with agent preferences and needs.

D.

All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Question 18

Your bot requirements include personalized greetings and information based on customer data. Which Salesforce feature enables this?

Options:

A.

Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

B.

Merge fields within bot conversation scripts linking to specific object fields containing customer information.

C.

Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

D.

All of the above, depending on the level of personalization and data sources required.

Question 19

Ursa Major Solar will use Data Loader for data migration of closed cases

because of large amount of data

What does a consultant need to keep in mind while using data loader?

Options:

A.

Automated processes are executed by default

B.

Automated processes are not executed

C.

Only Apex triggers are executed

Question 20

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

Options:

A.

Number of features or functionalities implemented within the system.

B.

User satisfaction surveys and agent feedback on the new system.

C.

System availability and uptime per customer expectations and service level agreements (SLAs).

D.

Resource utilization and infrastructure costs associated with running the Contact Center.

Question 21

The customer needs advanced customization for specific workflows. Which option provides flexibility?

Options:

A.

Out-of-the-box configuration

B.

Salesforce Flow

C.

Third-party development

D.

Custom Apex coding

Question 22

Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

Options:

A.

Einstein Bots with natural language processing and conversational AI capabilities.

B.

Flow Builder with chatbot elements for building conversational interfaces within flows.

C.

Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.

D.

All of the above, providing various options for building and integrating chatbots into your self-service experience.

Question 23

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?

Options:

A.

Mapping existing reports and dashboards to the new platform with similar layouts and visualizations.

B.

Providing comprehensive training on the new platform‘s features and functionalities for report creation and analysis.

C.

Importing historical data from the legacy system for ongoing trend analysis and comparison with new data.

D.

All of the above, contributing to a smooth transition and minimizing disruption for users accustomed to the old system.

Question 24

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation.

Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can

be answered.

Which changes to the Contact Support form process should a consultant suggest to improve the response times?

Options:

A.

A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

B.

Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

C.

Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

Question 25

You need to validate call recording functionality. Which Salesforce tool assists with this?

Options:

A.

Monitoring call logs and reports within Salesforce for recorded call availability.

B.

Utilizing the Call History related list on Case records to access and play recordings.

C.

Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.

D.

All of the above, providing various options for accessing, playing, and reviewing call recordings.

Question 26

Where should the consultant point the agent to access the all transcript?

Options:

A.

conversation Component in Service Console

B.

Caller Contact record in Salesforce

C.

Amazon Connect Dashboard

Question 27

You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

Options:

A.

Pilot deployment involving a small user group for testing and feedback before broader rollout.

B.

Production deployment directly to all users simultaneously, with immediate effect.

C.

Full sandbox deployment for comprehensive testing before migrating to production.

D.

All of the above, depending on the complexity and potential impact of the new algorithm.

Question 28

The company prioritizes measuring customer effort during interactions. Which KPI is best suited for this purpose?

Options:

A.

Net Promoter Score (NPS)

B.

Customer Lifetime Value (CLTV)

C.

Customer Effort Score (CES)

D.

First Contact Resolution (FCR) Rate

Question 29

Your scenario involves transitioning to a new self-service portal for customers. Which cut-over requirement helps ensure successful user adoption and engagement?

Options:

A.

Implementing robust search functionalities and user-friendly navigation within the new self-service portal.

B.

Conducting user testing and gathering feedback on the portal‘s usability and accessibility.

C.

Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.

D.

All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

Question 30

Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

Options:

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 channel interactions and automation.

D.

Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.

Question 31

The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

Options:

A.

Develop custom formulas to calculate customer loyalty and contract value score.

B.

Configure case fields to capture customer tier and contract details for manual prioritization.

C.

Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

D.

Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Question 32

The reason why the work that was already in the queue is not being pushed to agents is:

The "Apply to existing records in queue" option was not selected.

At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer

What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

Options:

A.

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

B.

A Use Slack to allow agents to share best practices in responding to customer questions

C.

Use Quick Text to allow agents to create personal Quick Texts for answers they alternate

Question 33

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

Options:

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.

Question 34

The customer wants to minimize disruption during rollout. Which release management technique is most suitable?

Options:

A.

Full system outage for complete implementation and configuration.

B.

Rolling updates with gradual user onboarding to the new system.

C.

Weekend or after-hours deployment to minimize impact on regular operations.

D.

A combination of rolling updates and minimal downtime deployment techniques.

Question 35

You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

Options:

A.

Salesforce Reporting with basic filters and data grouping for analysis.

B.

Omni-Channel dashboards providing real-time insights and basic trend visualization.

C.

Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

D.

All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

Question 36

You need to validate web form functionality. Which method provides the most direct test?

Options:

A.

Reviewing form configuration settings and field mappings within Salesforce.

B.

Manually submitting test data through the web form and verifying case creation in Salesforce.

C.

Monitoring web server logs for form access and error messages to identify technical issues.

D.

All of the above, offering complementary perspectives on web form functionality and potential challenges.

Question 37

The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

Options:

A.

Implement custom dashboards with visualizations of overall case volume and agent performance.

B.

Configure reports with filters to break down case resolution times by agent and case priority.

C.

Develop custom fields and reports to categorize cases by product and track resolution times per category.

D.

Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Question 38

Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

Options:

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.

Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.

D.

All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

Question 39

Your customer wants to offer 24/7 omnichannel support with personalized interactions. Which Salesforce feature best addresses this?

Options:

A.

Omni-Channel Routing

B.

Case Management

C.

Service Cloud Einstein

D.

Customer Community

Question 40

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.

How should a consultant implement these requirements?

Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value

Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in

Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

Which recommendation should the consultant make to improve this?

Options:

A.

Implement an SMS Digital Channel and redirect customers from phone.

B.

Hire more service agents in peak season and meet customer needs on

demand

C.

Implement Email-to-Case and redirect customers from phone to email

Question 41

I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:

Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

Options:

A.

Facebook Messenger

B.

Messaging for Wed

C.

SMS

Question 42

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

Options:

A.

Help Center

B.

Customer Service

C.

Customer Account Portal

Question 43

Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

Options:

A.

Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.

B.

Manually reviewing and adjusting internal links and formatting within each article before migration.

C.

Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.

D.

All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

Question 44

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

Options:

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.

Question 45

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:

Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.

Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time

How should a consultant recommend implementing this requirement?

Options:

A.

Set up Support Holidays to specify holidays.

B.

Create an Apex trigger to check agent holidays

C.

Create additional holiday rules in the SLAs

Question 46

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

Options:

A.

Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B.

Configuring clear opt-out options for customers within the chat window and on website landing pages.

C.

Providing agents with readily available customer context and browsing history within the chat interface.

D.

All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Question 47

The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case

gets reassigned to a higher support tier if it is not resolved within a given

service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

Options:

A.

Create an Escalation Rule Entry and configure it so that cases get an

escalated status of the case is still open after passing SLA times.

B.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

C.

The consultant should propose creating an Escalation Rule Entry to set up

Question 48

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

Options:

A.

SMS Messaging

B.

Facebook Messenger

C.

Messaging for In-App

Question 49

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?

Options:

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

Question 50

Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

Options:

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 and reduce call volume.

D.

All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

Question 51

Which standard field options should a consultant recommended form for In-App Messaging?

Options:

A.

First Name, Last Name, Email Order Number

B.

First Name Last Name Email Account Number

C.

First Name, Last Name, Emil Subject

Question 52

The company aims to track the impact of Salesforce Contact Center on revenue generation. Which KPI should be considered?

Options:

A.

Number of Closed Won Deals

B.

Contact Center Conversion Rate

C.

Customer Retention Rate

D.

Customer Lifetime Value (CLTV)

Question 53

Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?

Options:

A.

Account records representing your customer organizations.

B.

Contact records for individual customer contacts.

C.

User records for your contact center agents.

D.

Custom objects specifically designed for tracking agent performance metrics.

Question 54

The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

Options:

A.

Development of custom Apex code for data exchange with legacy systems.

B.

Potential data migration challenges and ensuring data integrity during integration.

C.

The availability and responsiveness of IT teams responsible for legacy systems.

D.

All of the above, requiring careful planning and consideration for potential complexities.

Question 55

Your customer has a small-scale implementation with a tight timeline. Which release strategy best suits this scenario?

Options:

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.

Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Question 56

The release plan includes automated regression testing. What is the primary benefit of this approach?

Options:

A.

Identifying new functionalities and features introduced during development.

B.

Ensuring existing functionalities and integrations continue to function properly after updates.

C.

Reducing manual testing efforts and streamlining the release process.

D.

All of the above, offering comprehensive validation and optimizing release efficiency.

Question 57

Your KPIs include measuring agent utilization rates. Which metric best reflects this?

Options:

A.

Number of cases handled by an agent during a specific period.

B.

Agent login duration divided by the total active work time on cases or chats.

C.

Time spent by an agent on various activities throughout the workday.

D.

All of the above, depending on the desired scope and granularity of agent utilization measurement.

Question 58

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

Options:

A.

Knowledge Base

B.

Process Builder

C.

Web Service API

D.

OmniScript

Question 59

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.

How should a consultant suggest UMS configure its Experience Cloud site to support this?

Options:

A.

Use conditional visibility on the Embedded Messaging component to show

one for the users and one for guest users to alter the routing destination

B.

Pass in the User ID field as a hidden pre-chat field and check the vice of

that le Channel flow to determine the routing destination

C.

Create a Page Variation for each page where the chat is offerest one for

authenticated one for guest users to alter the routing destination

Question 60

The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?

Options:

A.

Data Import Wizard

B.

Process Builder

C.

Apex Code

D.

Partner Integrations

Question 61

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours

Which set of functionalities should the consultant research in this case?

Options:

A.

Messaging for Web and Einstein Bots

B.

Web to Chat and Embedded Service

C.

Messaging for Web and Embedded Service

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Total 205 questions