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

Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

Options :

A : Presence-based routing automatically assigning tasks based on agent availability.

B : Omni-Channel Presence States indicating online and offline agent status for different channels.

C : Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.

D : All of the above, working together for optimal multi-channel task assignment and routing.

Answer: D

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 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 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

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