QUESTION: 49

The customer requires ongoing training and support for agents using the new Salesforce Contact Center system.
Which support option is most suitable?

Utilize Trailhead online modules and Salesforce documentation for independent learning.
Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
Develop custom training materials and conduct internal workshops for agent familiarization.
Leverage partner resources and certified consultants for specialized training and implementation guidance.

Answer(s): B

Explanation:

Implementing Premier Support is the most suitable option for ongoing training and support for agents using the new Salesforce Contact Center system. Premier Support provides organizations with dedicated access to Salesforce experts and consultants who offer specialized training, proactive issue resolution, and continuous support. This level of support ensures that agents are well-equipped to use the system efficiently and can resolve any issues quickly, enhancing their overall effectiveness and comfort with the system.

Reference:

https://www.salesforce.com/support/plans/

Reveal Solution Next Question

QUESTION: 50

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

Average Contact Handle Time (AHT)
First Contact Resolution (FCR) Rate
Customer Satisfaction (CSAT) Score
Net Promoter Score (NPS)

Answer(s): C

Explanation:

The Customer Satisfaction (CSAT) Score is the key performance indicator (KPI) that best aligns with the objective of improving customer satisfaction. CSAT directly measures the degree of satisfaction customers feel with a service or product, usually gathered through post-interaction surveys asking customers to rate their experience. It provides clear insights into how satisfied customers are, which is directly linked to the company's goal of improving customer satisfaction.

Reference:

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

Reveal Solution Next Question

QUESTION: 51

The company aims to reduce operational costs.
Which KPI is most relevant to track their progress?

Customer Acquisition Cost (CAC)
Agent Resolution Rate
Average Cost per Case (CPAC)
Employee Turnover Rate

Answer(s): C

Explanation:

The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

Reference:

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

Reveal Solution Next Question

QUESTION: 52

The company prioritizes increasing online self-service adoption.
Which KPI would effectively measure this?

Case Volume Deflection Rate
Customer Effort Score (CES)
Number of Knowledge Base Articles Viewed
Web Chat Engagement Rate

Answer(s): A

Explanation:

The Case Volume Deflection Rate is the key performance indicator that would effectively measure the success of increasing online self-service adoption. This KPI calculates the percentage of potential cases that are deflected through self-service channels such as FAQs, knowledge base articles, and automated chatbots, indicating how well these tools are serving customers' needs without requiring direct agent involvement. It is an effective measure of self-service adoption and efficiency.

Reference:

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

Reveal Solution Next Question

Free Salesforce-Contact-Center Exam Braindumps (page: 14)

QUESTION: 49

Explanation:

Reference:

QUESTION: 50

Explanation:

Reference:

QUESTION: 51

Explanation:

Reference:

QUESTION: 52

Explanation:

Reference:

Salesforce-Contact-Center Discussions & Posts