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A contact center manager wants to measure improvements to capacity planning operations after the implementation of a new workforce management system.
Which metric should a consultant use to assess the success of the new workforce management system?
A. Agent utilization
B. Number of closed cases
C. Deflection rate
Answer: A
Explanation:
Agent utilization is a key metric for assessing the effectiveness of workforce management systems, as it measures the percentage of time agents spend handling customer interactions compared to their available time. Improvements in agent utilization indicate a more efficient allocation of resources and better capacity planning.
NEW QUESTION # 194
An organization has requested guidance on how to delete customers' personal data when they are no longer associated with the company to stay compliant with global data protection and privacy regulations.
Which solution should the consultant recommend to meet the requirement?
A. Search and remove all customer information, including records and in unindexed freetext fields, and refresh sandboxes to ensure no data retention.
B. Search for all customer information across environments and deactivate accounts or Experience Cloud users associated with the contact.
C. Search for all customer information in production and manually edit the fields of each record to scramble the data so that it is no longer searchable
Answer: A
Explanation:
To comply with global data protection and privacy regulations, the consultant should recommend systematically searching for and removing all customer personal data from production and sandbox environments. This includes data in records and unindexed free text fields, followed by refreshing sandboxes to eliminate any residual data, ensuring compliance and safeguarding customer privacy.
NEW QUESTION # 195
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
A. Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
B. Use case auto-response rules to send an email to support managers within 1 hour of case creation.
C. Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
Answer: C
Explanation:
To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses.
NEW QUESTION # 196
Universal Containers wants to help customers resolve issues by browsing Knowledge articles and submitting a case if they need more Information.
What should the consultant recommend to meet the requirements?
A. Create a self-service help Center
B. Allow comments on Knowledge articles.
C. Enable Chat in an Experience Cloud site.
Answer: A
Explanation:
To help customers resolve issues by browsing Knowledge articles and submitting a case if needed, creating a self-service help center is advised. This can be achieved using Experience Cloud, providing a centralized platform where customers can access Knowledge articles, FAQs, and submit cases directly, enhancing the self-service experience.
NEW QUESTION # 197
Universal Containers has developed and tested several permission sets that control access to critical objects and fields within a sandbox environment. A Service Cloud Consultant wants to migrate these permission sets to production while adhering to Salesforce deployment best practices and maintaining change traceability.
A. Manually recreate the permission sets directly in production to ensure accuracy.
B. Use the Salesforce Metadata API via Workbench to deploy the permission sets.
C. Deploy the permission sets using an outbound change set from sandbox to production.
Answer: C
Explanation:
The recommended Salesforce best practice for moving configuration components such as permission sets between environments is using Change Sets. This ensures traceability, version control, and alignment with Salesforce's deployment governance model.
Option A (Metadata API via Workbench) is viable for advanced use cases but not the standard, auditable process for consultants following formal deployment practices.
Option C (manual recreation) risks human error and lacks traceability.
Referenced Salesforce Materials:
Service Cloud Consultant Exam Guide - Implementation Strategies Domain.
Salesforce Help: "Deploy Permission Sets Using Change Sets."
Salesforce Deployment Best Practices Guide.
NEW QUESTION # 198
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