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To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter's limitations: A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center. Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?. Average Cases per Agent. Average Resolution Time. Average Handle Time.

The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers. A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels. The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?. The Messaging for Agents guided flow in the Service Console. Quick Texts for Messaging in the Service Console. Interactive Messaging Components in the Service Connect.

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation. Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered. Which changes to the Contact Support form process should a consultant suggest to improve the response times?. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each.

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?. Edit the Case page layout to embed the Contact Details component on the Case page Pop action. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen.

The most suitable Service Cloud Voice feature for Ursa Major Solar to protect customer information during phone interactions is: Pause/Resume Call Recording. A client requires that their Messaging for Web customers are able to see wait times when starting an interaction. They also want to allow a banner to inform customers that chats are unavailable outside of business hours. What are some of the required configurations in this solution?. Business Hours active, Estimated Wait Time activated Omni-Channel Queue of flows and custom Business Hours Messaging in the flow. Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active and Business Hours added to the Embedded Deployment. Estimated Wait Time activated, Event Flow routing Business Hours set, and Lite Shoe class in the Pre-Chat form.

Universal Containers (UC) has a service report requirement to provide a snapshot of customers, including the service products they are using, case reason, and priority, Which dashboard in Service Analytics should UC use?. Customer. Open Cases. Account Profile.

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration. Create and assign a new Presence Status.

Universal Containers (UC) has been working on a Digital Engagement implementation. UC requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below. • Production Org • Test Sandbox • Developer Sandbox Which environments should have a two-way deployment connection in this scenario?. Test Sandbox and Developer Sandbox. Developer Sandbox and Production. Production Org and Test Sandbox.

To comply with the "Eliminate duplicate email attachments" setting while processing PDFs in a high-volume email environment, the consultant should consider this approach: Universal Containers (UC) has a support center where teams work according to a defined set of business hours. UC has set up an escalation process and would like to help customers outside of business hours in case of an escalation. How should a consultant recommend UC configure this solution?. Set up the organization's default business hours and create an escalation rule where the case matches the criteria associated with different business hours. Create an Apex trigger that checks the default business hours and the business hours on an escalation. Set up the organization's default business hours and set up another set of business ho the second option.

Which standard field options should a consultant recommended form for In-App Messaging?. First Name, Last Name, Email, Order Number. First Name Last Name, Email, Account Number. First Name, Last Name, Email, Subject.

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the 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 for several months, the customer service manager notices that agents rarely create 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?. 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. 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. Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up.

The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot. During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually. Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model. Which setting in Email-to-Case should a consultant recommend the company utilize?. Flow Settings. Case Owner Settings. Task Settings.

The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?. Knowledge Base. Process Builder. Web Service API. OmniScript.

Ursa Major Solar has recently completed testing of its upgrade to Enhanced Digital Engagement channels. A consultant needs to now move the WhatsApp number on the testing sandbox to production. How should the consultant accomplish this?. Enter the existing number when creating the channel in production. Request a new number for the production org. Log a case with Salesforce Customer Support.

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions: Ursa Major Solar (UMS) would like to set up customer push notifications as part of the Engagement upgrade project. For which channels can UMS implement this?. SMS Messaging. Facebook Messenger. Messaging for In-App.

To facilitate a transfer of an Enhanced Bot conversation to a queue, a consultant needs to use two routing types: 1. Omni-Channel Flow: This is the primary type used to route the conversation from the bot to the queue. The consultant can build a flow with a specific action to "Route Work Item." This action allows you to specify the target queue where the conversation will be directed. 2. Dialog: (Optional) While not required for basic transfers, dialogs can be used to enhance the user experience during the transfer process. For example, the consultant can create a dialog that informs the customer about the need to transfer the conversation to a live agent and provides estimated wait times. Additionally, the dialog can collect any necessary information from the customer before transferring the case to the queue. A consultant is asked to migrate 100,000 historic cases from a legacy system to Cloud. Which tool should the consultant use?. Data Import Wizard. Salesforce REST API. Data Loader.

The best practice that the consultant should observe when configuring case escalation rules is: Create a catch-all Rule Entry at the end of the sort order so that if no other entry is met, a case still gets evaluated. Which routing type does a consultant need to use to facilitate a transfer of an Enhanced B conversation to a Queue?. Queue. Omni-Channel Flow. Dialog.

The consultant should suggest UMS configure its Experience Cloud site to support the desired chat routing using the following approach: Pass in the User ID field as a hidden pre-chat field and check the value of that field in an Omni-Channel flow to determine the routing destination. The customer service manager at Universal Containers wants to implement a process to ensure cases that are not resolved in time get brought to the attention of more experienced service agents. A consultant has proposed to implement case escalation rules for this. Which best practice should the consultant observe when configuring case escalation rules?. Put the most complex escalation Rule Entry at the end of the sort order to improve system performance. Create a maximum of 25 Rule Entries to make the escalation rules easy to maintain for an administrator. Create a "catch-all" Rule Entry at the end of the sort order so that if no other entry is met a case still gets evaluated.

Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot. How should a consultant suggest UMS configure its Experience Cloud site to support this?. Use conditional visibility on the Embedded Messaging component to show one for the users and one for guest users to alter the routing destination. Pass in the User ID field as a hidden pre-chat field and check the vice of that le Channel flow to determine the routing destination. Create a Page Variation for each page where the chat is offerest one for authenticated one for guest users to alter the routing destination.

The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays. Ursa Major Solar uses a custom object to track customer orders. The business would like the voice call linked to the primary order the customer is asking about. How should a consultant accomplish this?. Create a flow that references the custom object. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object. Creating a custom lookup field on the Voice Call object to the custom object.

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is: Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions. Universal Containers has implemented service-level agreements (SLAs) to resolve cases. There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time. How should a consultant recommend implementing this requirement?. Set up Support Holidays to specify holidays. Create an Apex trigger to check agent holidays. Create additional holiday rules in the SLAs.

While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web. A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer. Where should the consultant point supervisors to track these KPIs?. Omni Supervisor Console and Amazon Supervisor Dashboard. Service Cloud Voice Analytics App and Omni Supervisor Console. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard.

Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is: 1. Service Cloud Voice: Streamlines inbound and outbound calling within Salesforce, eliminating context switching and improving agent productivity. Offers features like call recording, transcription, and click-to-dial for faster call handling. 2. Omni-Channel: Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution. Provides real-time insights into agent performance and call metrics for effective management. 3. Einstein Bots: Handles simple inquiries and FAQs, deflecting calls from agents and reducing queue wait times. Can handle tasks like scheduling appointments, providing basic account information, or collecting initial issue details, freeing up agents for complex issues. During a design workshop, Ursa Major Solar (UMS) indicates to a consultant that many cases around the same topic, which is usually an outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers. Which incident management feature should the consultant recommend UMS the direct communication with customers?. Broadcast Alert. Broadcast Site Banner. Broadcast Email.

Ursa Major Solar's (UMS) need for efficient communication during widespread outages: Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the?. Facebook Messenger. Messaging for Web. SMS.

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project: Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling. Which set of features/capabilities will help UMS achieve this?. Service Cloud Voice, Omni-Channel, Service Console. Case Classification, Omni-Channel, Einstein Bots. Service Cloud Voice, Feedback Management, Einstein Boss.

The customer requires secure access control for sensitive customer data. Which functionality is most important?. Encrypted Case Histories. Field-Level Security. Two-Factor Authentication (2FA).

Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives. How should an administrator provision the phone number to support this functionality?. Provision a short code phone number at least 8 weeks before go-live. Provision a long code phone number on least 2 weeks before go-live. Provision a toll free phone number at least 8 weeks before go-live.

The reason why the work that was already in the queue is not being pushed to agents is: The "Apply to existing records in queue" option was not selected. At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer. What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions. A Use Slack to allow agents to share best practices in responding to customer questions. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate.

To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support. The consultant should recommend UC configure the solution by setting up the organization's default business hours and creating an escalation rule where the case matches the criteria associated with different business hours. An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue. What is the reason for the work that was already in the queue not being pushed to agents?. Records that exist in a queue prior to Omni-Channel routing activation will not be pushed to an agent. The Apply to existing records in queue option was not selected. The type of work that was in the queue is not in the Selected Objects list on the queue under Supported Objects.

A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot. What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?. Inbound Flow Action. Route Work Item. Fallback Queue.

The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer. Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?. Create 10 service reports > Select the objects > Combine the service reports. Create a custom report type > Select four object relationships > Select add from extra objects. Create a Visualforce service report > Create objects and fields the Vict into the objects and fields in the report.

Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why: During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response. Which set of solutions should the consultant recommend for all the criteria to met?. Social Customer Service and ISV partner solution. Digital Engagement and Social Studio. Digital Engagement and ISV partner solution.

Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data. What does a consultant need to keep in mind while using data loader?. Automated processes are executed by default. Automated processes are not executed. Only Apex triggers are executed.

The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?. Establishing a support channel for reporting issues and troubleshooting technical problems. Providing regular system updates and patches to address bugs and improve performance. Conducting periodic user training sessions to familiarize users with new features and updates.

The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions. Which Service Cloud Voice feature should a consultant recommend to accomplish this?. Hierarchical Sharing Settings on Calls. Collaboration on Call Recordings. Pause/Resume Call Recording.

Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web. An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels. What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?. Chatter. Case Comments. Case Hierarchy.

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas. A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed. Assign Read All data access to all voice agents. Update the organization-wide sharing setting for use Presence to Public Read City.

The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio. A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs. Which set of key performance indicators (KPIs) should the consultant prioritize to measure the success of the Contact Center implementation?. Average response time, cost per call deflection rate, and employee training time. Revenue growth, number of repeat customers, net promoter score, and employment. Average handling time, number of calls answered, customer satisfaction sure and employer training time.