Question 1

The company‘s primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

Options :

A : Average Contact Handle Time (AHT)

B : First Contact Resolution (FCR) Rate

C : Customer Satisfaction (CSAT) Score

D : Net Promoter Score (NPS)

Answer: C

Question 2

The release plan includes automated regression testing. What is the primary benefit of this approach?

Options :

A : Identifying new functionalities and features introduced during development.

B : Ensuring existing functionalities and integrations continue to function properly after updates.

C : Reducing manual testing efforts and streamlining the release process.

D : All of the above, offering comprehensive validation and optimizing release efficiency.

Answer: D

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 customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

Options :

A : Develop complex custom code for every functionality to achieve specific needs.

B : Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

C : Utilize external applications and extensive third-party integrations for various functionalities.

D : Design rigid workflows with limited room for future adjustments or customizations.

Answer: B

Question 5

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights fromthe 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 forseveral months, the customer service manager notices that agents rarelycreate 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?

Options :

A : 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

B : 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.

C : Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Answer: B

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