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 at rest and in transit to protect against unauthorized access.
D. Regularly conduct security audits and vulnerability assessments to identify potentialrisks.
You need to configure automated alerts for exceeding predefined KPI thresholds. Which
tool facilitates this?
A. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
B. Process Builder sequences triggering notifications and escalating cases based on KPIdeviations from target values.
C. Flow Builder with visual interface for designing notification workflows and conditionallogic based on metric data.
D. All of the above, depending on the desired trigger point, notification action, andcomplexity of the alert workflow.
The consultant should suggest using a record-triggered flow to detect keywords and assign
the case to a specialist queue that matches the keyword. This is the most effective
approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook
messaging
Which capability should a consultant recommend?
A. The Messaging for Agents guided flow in the Service Console
B. Quick Texts for Messaging in the Service Console
C. Interactive Messaging Components in the Service Connect
You need to test email responsiveness on different devices. Which platform facilitates
multi-device testing?
A. Salesforce Inbox previewing emails on desktop and mobile versions.
B. Developer tools in web browsers for inspecting email rendering on various devices.
C. Sending test emails to personal accounts with different devices and platforms.
D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device renderingchecks.
The required configurations for the client's requirements are:
Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time
active, and Business Hours added to the Embedded Deployment.
A consultant learns that their client receives thousands of emails a week to
the contact center, which contain many PDF files, In general, the email
communication back and forth with the customer is high. They do not want
to duplicate the PDFs every time a new email’s received in the same email
thread.
When designing the solution, the consultant considers the Eliminate duplicate email
attachments setting in Email-to-Case to meet the requirement. How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate
email attachments setting?
A. Attachments
B. Salesforce Files
C. Custom file storage solution
Your scenario involves automatically assigning cases based on urgency and location.
Which feature facilitates this?
A. Case Assignment Rules using predefined criteria to direct cases to specific queues oragents.
B. Process Builder sequences triggering automated case creation and assignment basedon data triggers.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgencycriteria.
D. All of the above, working together for dynamic case assignment and escalation basedon context and urgency.
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?
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
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 and behavior.
D. All of the above, used in combination for comprehensive customer context andpersonalized experiences.
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 Cases
Your deployment involves integrating a new chat platform. Which data migration
preparation step ensures seamless continuity for ongoing chat conversations?
A. Importing historical chat transcripts and associating them with corresponding cases orcustomer profiles.
B. Configuring the new platform to automatically migrate open chat sessions in progressduring the cut-over period.
C. Testing data migration with sample chat sessions and verifying accurate transfer ofconversation details and context.
D. All of the above, contributing to a smooth transition with minimal disruption to ongoingchat interactions.