Question 1

Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?

Options :

A : Integrating knowledge base articles within relevant chat conversations and case workflows.

B : Providing prominent access points to the new knowledge base across various customer-facing channels.

C : Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.

D : All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Answer: D

Question 2

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

Question 3

The customer needs a single view of customer interactions across all channels. Which functionality best addresses this?

Options :

A : Omni-Channel Routing

B : Case Management

C : Einstein Bots

D : Customer Community

Answer: B

Question 4

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 5

You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

Options :

A : Workflow Rules with email field criteria triggering case creation.

B : Process Builder sequences defining steps for email parsing and case generation.

C : Email-to-Case enabled on the Case object with appropriate field mapping.

D : Einstein Bots configured to handle email inquiries and create cases if needed.

Answer: C