Question 1

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 2

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

Question 3

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

Options :

A : Integrating knowledge base articles within relevant chat conversations and case workflows.

B : Providing prominent access points to the new knowledge base across various customer-facing channels.

C :

Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D :

All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Answer: D

Question 4

The customer prioritizes cost optimization and efficient resource allocation. Which design aspect contributes to this?

Options :

A : Develop extensive custom functionalities with high implementation and maintenance costs.

B : Leverage standard Salesforce features and pre-built functionalities to avoid custom development.

C : Implement resource-intensive automations without considering their impact on operational cost.

D : Optimize agent schedules and routing based on real-time call volume and workload.

Answer: B

Question 5

A client would like to allow verified customers to start a chat on the when wants the verified customers to be able to continue the conversation an only allow these chats during business hours Which set of functionalities should the consultant research in this case?

Options :

A : Messaging for Web and Einstein Bots

B : Web to Chat and Embedded Service

C : Messaging for Web and Embedded Service

Answer: C

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