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Free Salesforce-Contact-Center Exam Braindumps (page: 6)

Page 5 of 52
PDF with 207 Questions

The customer expects high data volumes and complex reporting needs.
Which solution supports scalability and advanced analysis?

  1. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
  2. Implement Einstein Analytics for AI-powered insights and predictive analysis.
  3. Leverage external data warehouse solutions for data storage and complex queries.
  4. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

Answer(s): D

Explanation:

For handling high data volumes and complex reporting needs, combining Salesforce Einstein Analytics with external data warehouse solutions offers the best scalability and advanced analysis capabilities. Einstein Analytics provides AI-powered insights and predictive analysis, while external data warehouses allow for storage of large data volumes and complex querying. This combination, as suggested in option "D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration," offers a comprehensive solution for handling large-scale data and sophisticated analytical demands.


Reference:

Salesforce Documentation on Einstein Analytics



The customer prioritizes cost optimization and efficient resource allocation.
Which design aspect contributes to this?

  1. Develop extensive custom functionalities with high implementation and maintenance costs.
  2. Leverage standard Salesforce features and pre-built functionalities to avoid custom development.
  3. Implement resource-intensive automations without considering their impact on operational cost.
  4. Optimize agent schedules and routing based on real-time call volume and workload.

Answer(s): B

Explanation:

Focusing on cost optimization and efficient resource allocation, leveraging standard Salesforce features and pre-built functionalities is the most effective approach. This design aspect minimizes the need for extensive custom development, which can be costly and resource-intensive to maintain. By using built-in capabilities, organizations can take advantage of Salesforce's robust platform, ensuring that they are using reliable, tested solutions that integrate seamlessly without the additional overhead associated with custom solutions.


Reference:

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



You have identified two personas for your Contact Center: experienced agents and new hires. How can future functionality cater to both groups?

  1. Develop advanced automation tools for experienced agents and basic training resources for new hires.
  2. Design a flexible interface that adapts to different skill levels and learning styles.
  3. Implement separate knowledge bases with content tailored to each persona`s experience level.
  4. Offer personalized dashboards with relevant metrics and performance insights for each agent.

Answer(s): B

Explanation:

To cater to both experienced agents and new hires effectively within a contact center, designing a flexible interface that adapts to various skill levels and learning styles is crucial. This approach ensures that the system is intuitive for new hires, providing an easier learning curve, while still offering advanced features and shortcuts that experienced agents can utilize to increase efficiency. A flexible interface helps in maintaining high productivity across all agent profiles by allowing users to customize and configure their workflows according to their proficiency.


Reference:

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



The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

  1. Track average call handle time and first-contact resolution rate.
  2. Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
  3. Monitor agent performance against resolution time and escalation benchmarks.
  4. All of the above, combined for a comprehensive view of customer satisfaction.

Answer(s): D

Explanation:

Measuring customer satisfaction as a key performance indicator effectively requires a combination of metrics. Tracking average call handle time and first-contact resolution rate, implementing customer satisfaction surveys, and monitoring agent performance against resolution time and escalation benchmarks together provide a comprehensive view of customer satisfaction. Each of these metrics contributes to understanding different aspects of service quality and customer experience, thereby helping the CEO to gauge overall performance accurately and make informed decisions to improve service levels.


Reference:

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






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