Question 1

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 ContinuousIntegration (Cl) during its Contact Center implementation project. However, some of the stakeholders are notfamiliar with it and are questioning the benefits it yields.What should the consultant outline as the advantage of a Cl process to thecustomer?

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 2

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights fromthe 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 forseveral months, the customer service manager notices that agents rarelycreate 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 3

The best dashboard in Service Analytics for UC's service reportrequirement is Sidebar-By Customer.Universal Containers (UC) has a requirement to create a service report thatcontains 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 4

The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

Options :

A : Custom fields capturing escalation triggers like priority or SLA breaches.

B : Workflow Rules configured with escalation steps and case field conditions.

C : Process Builder sequences defining escalation actions and notifications.

D : Entitlements specifying service level agreements and associated escalation rules.

Answer: D

Question 5

You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over requirement ensures timely intervention for high-priority calls?

Options :

A : Configuring the rule to trigger automatic notifications and case creation for escalated calls.

B : Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

C : Defining clear criteria for call escalation based on urgency and wait times.

D : All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

Answer: D

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