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 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 2

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

Options :

A : Omni-Channel Routing

B : Case Management

C : Einstein Bots

D : Customer Community

Answer: B

Question 3

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 4

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 5

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

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