Question 1

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 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

To streamline communication and clarify case conversation history for an insurance company handling a highvolume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, withcareful consideration of Chatter's limitations:A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

Options :

A : Average Cases per Agent

B : Average Resolution Time

C : Average Handle Time

Answer: C

Question 4

You need to validate automated case escalation. Which tool helps monitor and assess this process?

Options :

A : Monitoring Escalation History related list within case records to track escalation triggers and actions taken.

B : Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.

C : Supervisor Console providing insights into case status, queue information, and escalation triggers.

D : All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Answer: D

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