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Salesforce Updated Salesforce-Contact-Center Exam Questions and Answers by helena

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Salesforce Salesforce-Contact-Center Exam Overview :

Exam Name: Salesforce Contact Center Accredited Professional Exam
Exam Code: Salesforce-Contact-Center Dumps
Vendor: Salesforce Certification: Accredited Professional Certification
Questions: 205 Q&A's Shared By: helena
Question 8

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.

Discussion
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Question 9

The most suitable functionality to automatically assign cases to an account's dedicated service agent, thereby improving service level quality, is Case Assignment Rules. Here's why:

Ursa Major Solar (UMS) wants to implement Service Cloud Voice. UMS is satisfied with it current telephony provider, which can be used with Voice.

Which Service Cloud Voice telephony model should a consultant recommend?

Options:

A.

Service Cloud Voice with partner telephony Service Cloud Voice with

Amazon Connect

B.

Service Cloud Voice with partner telephony from Amazon Connect

Given that Ursa Major Solar (UMS) is already satisfied with their current

C.

telephony provider and it can be used with Service Cloud Voice, the most suitable telephony model is Service Cloud Voice with partner telephony.

Discussion
Question 10

The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

Options:

A.

Track average call handle time and first-contact resolution rate.

B.

Implement customer satisfaction surveys after interactions and analyze sentiment analysis.

C.

Monitor agent performance against resolution time and escalation benchmarks.

D.

All of the above, combined for a comprehensive view of customer satisfaction.

Discussion
Question 11

The customer needs ongoing support and training for their new system. Which Salesforce resource is most valuable?

Options:

A.

Trailhead

B.

Premier Support

C.

Release Notes

Discussion
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