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Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?
A. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
B. Providing comprehensive training on the dashboard features and metrics for agents.
C. Making the dashboard easily accessible and readily available within the agent interface.
D. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
Answer: A
Explanation:
For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:
A: Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.
B: Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.
C: Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.
These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.
NEW QUESTION # 108
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
A. Customer Effort Score (CES)
B. Agent Average AHT
C. Number of Escalated Cases
D. First Contact Resolution (FCR) Rate
Answer: D
Explanation:
To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.
Reference: Salesforce Documentation on Service Cloud Metrics
NEW QUESTION # 109
Your bot design includes integration with external systems for data retrieval. Which security protocol safeguards data exchange?
A. All of the above, forming a multi-layered security approach for data exchange with external systems.
B. Secure Sockets Layer (SSL) encryption protecting data transmission between the bot and external systems.
C. Field-Level Encryption selectively encrypting sensitive data fields within the bot's data storage.
D. API authentication mechanisms ensuring authorized access and verification for data exchange.
Answer: A
Explanation:
A robust security protocol for data exchange with external systems in bot integrations includes multiple layers:
A: SSL encryption protects data in transit between the bot and external systems, ensuring confidentiality and integrity.
B: API authentication mechanisms control and verify access, maintaining secure connections only with authorized systems.
C: Field-Level Encryption provides an additional layer by encrypting sensitive data within the bot's storage, safeguarding information at rest.
This multi-layered security approach ensures comprehensive protection of data throughout the interaction and storage lifecycle.
NEW QUESTION # 110
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?
A. Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
B. Salesforce Social Studio with connectors for managing various social media and messaging platforms.
C. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
D. Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
Answer: C
Explanation:
Integrating WhatsApp Business for customer communication in Salesforce typically requires custom Apex code development. This approach involves programming Apex to interact with the WhatsApp Business API, facilitating seamless data exchange and communication management. Custom code allows for tailored workflows and integrations that align precisely with business requirements, ensuring efficient and effective customer interactions through WhatsApp.
NEW QUESTION # 111
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?
A. Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
B. Configure a Knowledge Base with searchable articles andFAQs for self-service options.
C. Implement the Customer Community for forum discussions and support ticket submission.
D. Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
Answer: D
Explanation:
Omni-Channel Routing in Salesforce provides a unified view of customer interactions across all channels by efficiently managing case routing and tracking agent availability. This feature ensures that all customer interactions, whether through email, phone, chat, or social media, are visible and manageable in a single console, thus enhancing the ability to provide consistent and informed customer service. Therefore, "A. Utilize Omni-Channel Routing to unify case routing and agent availability across channels" is the best option for achieving a single view of customer interactions across various communication platforms.
Reference: Salesforce Omni-Channel Routing
NEW QUESTION # 112
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