Salesforce spoto sure Pass Exam Salesforce-contact-center Pdf by Beatriz q21 vce pdf

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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:	beatriz

Question 20

The customer wants to streamline agent onboarding and training. Which feature promotes reusability and maintainability?

Options:

Develop unique training guides and resources for each agent role and case type.

Create standard operating procedures (SOPs) documented within Salesforce Knowledge Base articles.

Leverage Service Cloud Knowledge articles with searchable information and step-by-step guides for common tasks.

Design personalized training materials tailored to specific agent skill sets and needs.

Discussion

Question 21

While manually changing presence status is an option, it's not the most ideal solution for Ursa Major Solar's concern about capturing call summaries in Service Cloud Voice. Here are two better suggestions:

Ursa Major Solar (UMS) would like to set up customer push notifications as part of t Engagement upgrade project.

For which channels can UMS implement this?

Options:

SMS Messaging

Facebook Messenger

Messaging for In-App

Discussion

Question 22

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

Options:

Workflow Rules with email field criteria triggering case creation.

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

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

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

Discussion

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Question 23

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

Options:

Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.

Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.

Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.

All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.