You‘re deploying a new SMS channel for customer updates and notifications. Which cutover
requirement helps prevent message delivery failures and ensure customer reach?
A. Validating customer phone numbers and carrier compatibility before activating the SMSchannel.
B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
C. Implementing message throttling and rate limiting to prevent overwhelming customerswith SMS alerts.
D. All of the above, contributing to reliable and effective SMS communication withcustomers.
Validating email functionality involves testing delivery and content accuracy. Which tool
helps with email address verification?
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.
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?
A. Messaging for Web and Einstein Bots
B. Web to Chat and Embedded Service
C. Messaging for Web and Embedded Service
The customer requests ongoing support and maintenance after the rollout. Which element
should be included in the plan?
A. Establishing a support channel for reporting issues and troubleshooting technicalproblems.
B. Providing regular system updates and patches to address bugs and improveperformance.
C. Conducting periodic user training sessions to familiarize users with new features andupdates.
You‘re migrating historical call recordings to Salesforce. Which storage option provides
secure and scalable access?
A. File attachments within Salesforce case records.
B. External cloud storage with Salesforce integration.
C. Salesforce Content Management System (CMS) for document and asset management.
D. Salesforce Platform Events or Queues for real-time data streaming and storage.
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 withinSalesforce.
B. Flow Builder with visual development environment for building complex automation andlogic flows.
C. Apex code development for custom scripting and advanced workflow logicimplementation.
D. All of the above, depending on the complexity and specific functionalities of themigrating workflows.
While the listed features each serve a purpose, the most suitable choice for Ursa Major
Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time,
detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for
Web.
A consultant is preparing post-implementation training material for the agents and
supervisors in an environment that uses Service Cloud Voice with Amazon Connect.
Supervisors need to track key performance indicators (KPIs), such as calls answered.
average handle time, and average speed to answer.
Where should the consultant point supervisors to track these KPIs?
A. Omni Supervisor Console and Amazon Supervisor Dashboard
B. Service Cloud Voice Analytics App and Omni Supervisor Console
C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
You need to configure dashboards and reports for KPI visualization. Which platform offers
the most flexibility?
A. Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
B. Salesforce Reporting tools for generating detailed reports and data analysis.
C. Omni-Channel dashboards providing real-time insights into agent activity and queuemetrics.
D. All of the above, depending on the desired level of detail, visual representation, and dataaccess.
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 resourcesfor new hires.
B. Design a flexible interface that adapts to different skill levels and learning styles.
C. Implement separate knowledge bases with content tailored to each persona‘sexperience level.
D. Offer personalized dashboards with relevant metrics and performance insights for eachagent.
The best practice that the consultant should observe when configuring case escalation
rules is:
Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a
case still gets evaluated.
Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B
conversation to a Queue?
A. Queue
B. Omni-Channel Flow
C. Dialog