Salesforce-Contact-Center 무료 덤프문제 온라인 액세스

I'd be glad to assist you with crafting the best possible response to the prompt, drawing on the insights from the provided ratings and aiming to surpass the quality of both Response A and Response B.
Ursa Major Solar has implemented Service Cloud Voice. After using it for several months, the customer service manager notices that agents rarely create a note that summarizes what was discussed during a phone call.
This has made it difficult to get an overview of what happened on a case.
What should a consultant suggest to help resolve this challenge?

• A.Set up the After Conversation Work component so that an agent has time to write a summary of the call before being assigned new inbound calls again.
• B.A Build a flow solution that updates the agent's Presence status to unavailable so they have time to add notes, then put the status back to 'available' after a certain period of time
• C.Instruct agents to update their Presence Status to unavailable every time they finish plane and put their status back to available' after wrapping up

The customer wants to measure the effectiveness of self-service options. Which metrics would be most relevant?

• A.All of the above, providing a comprehensive view of self-service effectiveness and user experience.
• B.Track the number of cases deflected by self-service compared to the total case volume.
• C.Monitor customer satisfaction surveys completed after using self-service options.
• D.Analyze average resolution times for cases initiated through self-service versus traditional channels.

While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction & loyalty, cost streamlining) should prioritize these areas:
A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

• A.Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
• B.Assign Read All data access to all voice agents
• C.Update the organization-wide sharing setting for use Presence to Public Read City

The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

• A.Number of features or functionalities implemented within the system.
• B.User satisfaction surveys and agent feedback on the new system.
• C.Resource utilization and infrastructure costs associated with running the Contact Center.
• D.System availability and uptime per customer expectations and service level agreements (SLAs).

The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

• A.As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
  What is one of the agile principles?
• B.A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript
• C.Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
• D.All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option: