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Free Salesforce-Contact-Center Exam Braindumps (page: 12)

Page 11 of 52
PDF with 207 Questions

Your customer wants to offer phone and email support during business hours only, while offering chat support 24/7.
Which channel support requirement best aligns with this need?

  1. Configure separate queues for each channel with specific business hours.
  2. Utilize dynamic agent availability and presence routing across all channels.
  3. Implement a third-party chat solution with 24/7 availability integration.
  4. Set automatic case deflection rules for common issues on chat after business hours.

Answer(s): A

Explanation:

Configuring separate queues for each support channel with designated business hours allows for tailored management of availability per service requirement. This setup enables organizations to offer phone and email support during standard business hours and continuous chat support around the clock. Each queue can have its unique operational hours and staffing strategies, ensuring that resources are aligned with customer expectations and demand for each communication channel.


Reference:

https://help.salesforce.com/articleView?id=queues_overview.htm



The customer prioritizes routing cases to agents based on language skills and technical expertise.
Which routing logic requirement should be emphasized?

  1. Implement round-robin routing to distribute cases evenly among agents.
  2. Configure skill-based routing with agent profiles mapped to specific languages and specialties.
  3. Utilize presence-based routing to connect available agents regardless of expertise.
  4. Emphasize case escalation based on SLA breaches and time to resolution.

Answer(s): B

Explanation:

Skill-based routing is crucial for prioritizing case assignments based on agent competencies, such as language skills and technical expertise. By configuring agent profiles within Salesforce and mapping these profiles to specific skills, cases can be automatically routed to the most qualified agents. This method ensures that customers receive the best possible service from agents who are most capable of addressing their specific needs, enhancing both efficiency and customer satisfaction.


Reference:

https://help.salesforce.com/articleView?id=sf.omnichannel_skills_based_routing_setup.htm



The customer wants to automate sending invoices and case history updates via email.
Which business process requirement should be considered?

  1. Develop custom Apex code for automated email triggers and attachments.
  2. Utilize Process Builder with predefined rules for email notifications based on case updates.
  3. Configure outbound email integrations with pre-built templates for invoices and case summaries.
  4. Implement Einstein Bots to handle email communication and automate basic customer interactions.

Answer(s): B

Explanation:

Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.


Reference:

https://help.salesforce.com/articleView?id=sf.process_overview.htm



The customer wants to track case resolution times by product category.
Which reporting and analytics requirement is most relevant?

  1. Implement custom dashboards with visualizations of overall case volume and agent performance.
  2. Configure reports with filters to break down case resolution times by agent and case priority.
  3. Develop custom fields and reports to categorize cases by product and track resolution times per category.
  4. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.

Answer(s): C

Explanation:

To effectively track case resolution times by product category, developing custom fields and reports specific to case categorization is most relevant. By adding custom fields to categorize cases based on the product and configuring reports to analyze resolution times for each category, organizations can gain insights into performance metrics segmented by product. This approach allows for more targeted analysis and improvement of service processes related to specific product lines.


Reference:

https://help.salesforce.com/articleView?id=reports_dashboards_overview.htm






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