Question 1

The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?

Options :

A : Integrate with a third-party survey platform for customization and detailed analysis.

B : Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

C : Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.

D : Develop custom case fields and workflows to capture and track customer feedback internally.

Answer: B

Question 2

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).

Ursa Major Solar is advised by a consultant to utilize Continuous

Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not

familiar with it and are questioning the benefits it yields.

What should the consultant outline as the advantage of a Cl process to the

customer?

Options :

A : Organizes source development into package directories

B : Ensures application quality before any corrupt change can get into the Source..

C : Creates and deletes package versions in each testing environment

Answer: B

Question 3

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from

the provided ratings and aiming to surpass the quality of both Response A and Response B.

Ursa Major Solar has implemented Service Cloud Voice. After using it for

several months, the customer service manager notices that agents rarely

create a note that summarizes what was discussed during a phone call.

This has made it difficult to get an overview of what happened on a case.

What should a consultant suggest to help resolve this challenge?

Options :

A :

A Build a flow solution that updates the agent-s Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B :

Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

C :

Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Answer: B

Question 4

The best dashboard in Service Analytics for UC's service report

requirement is Sidebar-By Customer.

Universal Containers (UC) has a requirement to create a service report that

contains 50 object references. Which steps should UC take to achieve this?

Options :

A : Create 10 service reports Select the objects Combine the service reports

B :

Create a custom report type Select four object relationships Select adal from extra objects

C :

Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report

Answer: B

Question 5

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.

Answer: D

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