Question 1

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console. Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal. Which Experience Cloud template should a consultant recommend

Options :

A : Help Center

B : Customer Service

C : Customer Account Portal

Answer: A

Question 2

The customer values user adoption and training. Which element should be prioritized in the implementation plan?

Options :

A : Extensive technical documentation and configuration guides.

B : Comprehensive change management and communication strategy.

C : End-to-end user training programs and support resources.

D : Development and testing of core functionalities before focusing on user experience.

Answer: C

Question 3

The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).Ursa Major Solar is advised by a consultant to utilize ContinuousIntegration (Cl) during its Contact Center implementation project. However, some of the stakeholders are notfamiliar with it and are questioning the benefits it yields.What should the consultant outline as the advantage of a Cl process to thecustomer?

Options :

A : Organizes source development into package directories

B : Ensures application quality before any corrupt change can get into the Source..

C : Creates and deletes package versions in each testing environment

Answer: B

Question 4

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights fromthe provided ratings and aiming to surpass the quality of both Response A and Response B.Ursa Major Solar has implemented Service Cloud Voice. After using it forseveral months, the customer service manager notices that agents rarelycreate a note that summarizes what was discussed during a phone call.This has made it difficult to get an overview of what happened on a case.What should a consultant suggest to help resolve this challenge?

Options :

A : A Build a flow solution that updates the agent-s Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time

B : Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.

C : Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

Answer: B

Question 5

While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the mostsuitable recommendation for Ursa Major Solar based on the given scenario is:Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer forsimilar questions.Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additionalrequirement when the contact center is closed for a holiday to not apply escalation rules or milestones duringthis timeHow should a consultant recommend implementing this requirement?

Options :

A : Set up Support Holidays to specify holidays.

B : Create an Apex trigger to check agent holidays

C : Create additional holiday rules in the SLAs

Answer: A