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Free Salesforce-Contact-Center Exam Braindumps (page: 9)

Page 8 of 52
PDF with 207 Questions

Your customer has a small-scale implementation with a tight timeline.
Which release strategy best suits this scenario?

  1. Big bang deployment with all features rolled out simultaneously.
  2. Phased approach with incremental releases and controlled rollouts.
  3. Pilot deployment with a limited user group for initial testing and feedback.
  4. Continuous integration and continuous delivery (CI/CD) for rapid iterative updates.

Answer(s): C

Explanation:

For a small-scale implementation with a tight timeline, a pilot deployment strategy is particularly suitable. This approach allows a limited user group to test the new system, providing valuable feedback before a full-scale rollout. It helps identify potential issues in a controlled environment, minimizing risk and enabling adjustments based on real user experiences, making it the best choice under the described circumstances.


Reference:

Salesforce Documentation on Implementation Strategies



The customer needs a single view of customer interactions across all channels.
Which functionality best addresses this?

  1. Omni-Channel Routing
  2. Case Management
  3. Einstein Bots
  4. Customer Community

Answer(s): B

Explanation:

Case Management functionality in Salesforce is designed to provide a holistic view of customer interactions across all channels. It allows agents to manage and access all customer case information and interactions in one place, ensuring a seamless customer service experience. Therefore, "B. Case Management" is the most appropriate functionality to achieve a single view of customer interactions across various communication channels.


Reference:

Salesforce Case Management



The customer wants to prioritize cases based on customer loyalty and contract value.
Which case management requirement should be considered?

  1. Develop custom formulas to calculate customer loyalty and contract value score.
  2. Configure case fields to capture customer tier and contract details for manual prioritization.
  3. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
  4. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.

Answer(s): C

Explanation:

Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.


Reference:

Salesforce Automation for Case Escalation



The customer wants to enable self-service options for simple issues.
Which Salesforce capability would be most helpful?

  1. Knowledge Base
  2. Process Builder
  3. Web Service API
  4. OmniScript

Answer(s): A

Explanation:

The Knowledge Base capability in Salesforce is crucial for enabling self-service options. It allows customers to access articles, FAQs, and troubleshooting guides, empowering them to resolve simple issues independently. This not only enhances customer satisfaction by providing immediate assistance but also reduces the workload on support agents by decreasing the volume of basic inquiries.


Reference:

Salesforce Knowledge Base






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