Question 1

The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

Options :

A : Case Volume Deflection Rate

B : Customer Effort Score (CES)

C : Number of Knowledge Base Articles Viewed

D : Web Chat Engagement Rate

Answer: A

Question 2

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

Answer: A

Question 3

You need to validate data migration accuracy and completeness. Which tool assists with this process?

Options :

A : Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

B : Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

C :

Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

D : All of the above, offering various methods for comparing and verifying data accuracy after migration.

Answer: D

Question 4

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

Options :

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C

Question 5

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

Answer: D

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