Question 1

You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

Options :

A : Defining precise triggers for proactive chat engagement based on website visitor behavior and context.

B : Configuring clear opt-out options for customers within the chat window and on website landing pages.

C : Providing agents with readily available customer context and browsing history within the chat interface.

D : All of the above, contributing to a personalized and helpful proactive chat experience for website visitors

Answer: D

Question 2

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 3

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

Options :

A : Workflow Rules triggering email notifications and case updates based on specific events or field changes.

B : Process Builder sequences defining automated actions and data updates based on triggers and conditions.

C : Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.

D : All of the above, depending on the desired complexity and automation level of case updates.

Answer: D

Question 4

Your data migration timeline is tight. Which option helps expedite the process?

Options :

A : Manual data entry into Salesforce records for critical information.

B : Utilizing data migration tools with automation capabilities and bulk processing features.

C : Outsourcing the data migration process to experienced third-party vendors.

D : All of the above, depending on the resources available and the complexity of the migration project.

Answer: D

Question 5

The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

Options :

A : Custom fields capturing customer preferences and purchase history.

B : Case history tracking with details of previous interactions and resolutions.

C : Segmentation rules defining customer groups based on specific criteria and behavior.

D : All of the above, used in combination for comprehensive customer context and personalized experiences.

Answer: D

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