Question 1

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 2

The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

Options :

A : Customer Acquisition Cost (CAC)

B : Agent Resolution Rate

C : Average Cost per Case (CPAC)

D : Employee Turnover Rate

Answer: C

Question 3

Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

Options :

A : Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.

B : Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.

C : Gather agent feedback through surveys and workshops to understand pain points and suggest improvements

D : All of the above, combining data-driven insights with customer and agent feedback for continuous optimization

Answer: D

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

The release plan includes automated regression testing. What is the primary benefit of this approach?

Options :

A : Identifying new functionalities and features introduced during development.

B : Ensuring existing functionalities and integrations continue to function properly after updates.

C : Reducing manual testing efforts and streamlining the release process.

D : All of the above, offering comprehensive validation and optimizing release efficiency.

Answer: D