최신 Salesforce-Contact-Center 무료덤프 - Salesforce Contact Center Accredited Professional

A. All of the above, offering various methods for comparing and verifying data accuracy after migration.

B. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.

C. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.

D. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.

A. Merge fields within bot conversation scripts linking to specific object fields containing customer information.

B. Custom Apex code dynamically fetching customer data and injecting it into chatbot responses.

C. All of the above, depending on the level of personalization and data sources required.

D. Einstein Insights providing real-time customer data to personalize bot interactions and recommendations.

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

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

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

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

A. First Contact Resolution (FCR) Rate

B. Net Promoter Score (NPS)

C. Customer Effort Score (CES)

D. Customer Lifetime Value (CLTV)

A. conversation Component in Service Console

B. Caller Contact record in Salesforce

C. Amazon Connect Dashboard

A. Salesforce Data Loader for bulk data imports and mapping.

B. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.

C. Data Quality Rules within Salesforce highlighting inconsistencies and missing information.

D. Custom Apex code scripts developed to assess and clean legacy data for migration.

A. Customer satisfaction scores, net promoter score (NPS), and customer retention rates.

B. Cost savings achieved through operational efficiency and reduced call volume.

C. All of the above, providing a holistic view of Contact Center impact on business goals.

D. Number of cases resolved, average handle time, and agent productivity metrics.

A. Contextual handoff functionality preserving chat history and customer information for the agent.

B. All of the above, providing various options for smooth and informed handoff from bot to agent interactions.

C. Supervisor Console allowing supervisors to manually transfer chat sessions to specific agents.

D. Escalation Rules automatically transferring chat sessions to agents based on defined criteria.

A. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.

B. All of the above, providing options for diverse bot functionalities and integration flexibility.

C. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.

D. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.

A. Process Builder sequences defining IVR menus and routing options based on caller selections.

B. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.

C. All of the above, depending on the complexity of the desired IVR functionalities.

D. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

A. Implementing data cleansing scripts or manual data correction within Salesforce.

B. All of the above, depending on the severity and impact of the data inconsistencies encountered.

C. Pausing the migration, investigating the inconsistencies, and fixing the source data or mapping errors.

D. Ignoring minor inconsistencies to avoid delaying the migration timeline.

A. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

B. Configuring the rule to trigger automatic notifications and case creation for escalated calls.

C. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.

D. Defining clear criteria for call escalation based on urgency and wait times.

A. Configuring role-based access controls within the new system to ensure data access aligns with user group assignments.

B. Testing data migration functionalities with pilot groups to identify and address any issues before broader rollout.

C. All of the above, contributing to a controlled and efficient data migration process with minimal disruption to different user groups.

D. Dividing customer data into separate subsets based on user groups for targeted and phased migration.