Salesforce-Contact-Center 무료 덤프문제 온라인 액세스

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents.
What should an administrator add in Omni-Channel settings to allow
ramp-up time for UMS ' s junior agents to handle only two chat requests at a time?

• A.Routing Configuration.
• B.Create and assign a new Presence Status
• C.Create and assign a new Presence Configuration. Create and apply a new

The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

• A.Develop custom Apex code for automated email triggers and attachments.
• B.Implement Einstein Bots to handle email communication and automate basic customer interactions.
• C.Configure outbound email integrations with pre-built templates for invoices and case summaries.
• D.Utilize Process Builder with predefined rules for email notifications based on case updates.

For supervisors within a Service Cloud Voice environment using Amazon Connect, the ideal tools to track key performance indicators (KPIs) like calls answered, average handle time, and average speed to answer are:
Which functionality should a consultant recommend when a client wants to improve their service level quality and automatically push cases to an account ' s dedicated service agent?

• A.Skill-Based Routing Rules
• B.Case Assignment Rule
• C.Omni Channel Flows

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

• A.Conducting pre-migration security audits and vulnerability assessments of both platforms.
• B.Configuring data encryption for transferred information and user access with multi-factor authentication.
• C.All of the above, contributing to a secure and controlled migration process with robust data protection.
• D.Establishing clear data ownership and access rights for users across the old and new platforms.

You're migrating historical call recordings to Salesforce. Which storage option provides secure and scalable access?

• A.File attachments within Salesforce case records.
• B.Salesforce Platform Events or Queues for real-time data streaming and storage.
• C.Salesforce Content Management System (CMS) for document and asset management.
• D.External cloud storage with Salesforce integration.