Question 1

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

Options :

A : Track average call handle time and first-contact resolution rate.

B : Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C : Monitor agent performance against resolution time and escalation benchmarks.

D : All of the above, combined for a comprehensive view of customer satisfaction.

Answer: D

Question 2

To validate email deliverability, you need to test spam filters and blacklists. Which tool helps with this process?

Options :

A :

Email testing services like Mail Tester and GlockApps for analyzing email content and predicting spam filter activation.

B : Monitoring email logs and delivery reports within Salesforce for identifying blocked or bounced emails.

C :

Configuring SPF, DKIM, and DMARC authentication protocols to improve email deliverability reputation.

Answer: A

Question 3

The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to

Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

Options :

A : Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B : Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C : Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer: B

Question 4

To streamline communication and clarify case conversation history for an insurance company handling a high

volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with

careful consideration of Chatter's limitations:

A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.

Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Options :

A : Average Cases per Agent

B : Average Resolution Time

C : Average Handle Time

Answer: C

Question 5

The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

Options :

A : Field-Level Security

B : Omni-Channel Routing

C : Einstein Analytics

D : Knowledge Base

Answer: A

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