Question 1

Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

Options :

A : Number of chat sessions handled by agents.

B : Total chat session duration divided by the number of sessions.

C : Time spent by agents actively engaged in chat sessions.

D : All of the above, depending on the desired AHT calculation scope and inclusivity.

Answer: D

Question 2

You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

Options :

A : Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates

B : Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.

C : Manually comparing case details and identifying duplicates for removal or merging before data migration.

D : All of the above, depending on the complexity and desired level of automation for duplicate case handling.

Answer: D

Question 3

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

Question 4

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

Options :

A : Average Contact Handle Time (AHT)

B : First Contact Resolution (FCR) Rate

C : Customer Satisfaction (CSAT) Score

D : Net Promoter Score (NPS)

Answer: C

Question 5

The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

Options :

A : Develop complex custom code for every functionality to achieve specific needs.

B : Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

C : Utilize external applications and extensive third-party integrations for various functionalities.

D : Design rigid workflows with limited room for future adjustments or customizations.

Answer: B