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 consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to

Salesforce.

A consultant has noticed that agents always open the contact record first

when they are routed a new Email-to-Case before they do anything else

What should the consultant set up to make this more efficient for agents?

Options :

A : Edit the Case page layout to embed the Contact Details component on the Case page Pop action

B : Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

C : Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen

Answer: B

Question 3

You need to validate the accuracy of dynamic data merging in email templates. Which option provides the best verification method?

Options :

A : Sending test emails with sample data sets and manually checking for merge field accuracy.

B : Utilizing pre-configured Salesforce test cases for email merge field functionality.

C : Reviewing email delivery logs and checking for errors or missing data in merged fields.

D : Implementing Apex triggers to validate data integrity before triggering email sending actions.

Answer: A

Question 4

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 5

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

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