Question 1

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

Options :

A : Number of chat sessions handled by agents.

B : Total chat session duration divided by the number of sessions.

C : Time spent by agents actively engaged in chat sessions.

D : All of the above, depending on the desired AHT calculation scope and inclusivity.

Answer: D

Question 2

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

Question 3

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

Question 4

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

Options :

A : Presence-based routing automatically assigning tasks based on agent availability.

B : Omni-Channel Presence States indicating online and offline agent status for different channels.

C : Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D : All of the above, working together for optimal multi-channel task assignment and routing.

Answer: D

Question 5

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

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