QUESTION 18
I’d recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar’s (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the

QUESTION 19
Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

QUESTION 20
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

QUESTION 21
Validating Contact Center metrics involves verifying data accuracy and interpretation. Which tool helps with data quality checks?

QUESTION 22
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

QUESTION 23
The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

QUESTION 24
The legal team emphasizes data security and compliance. How can future functionality address this?

QUESTION 25
The company wants to assess brand loyalty and potential for referrals. Which KPI is most relevant?

QUESTION 26
Your customer wants to measure the success of the implementation in terms of business impact. Which key performance indicators (KPIs) are most relevant?

QUESTION 27
Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

QUESTION 28
You need to migrate both active and historical customer dat
a. Which migration approach balances efficiency and minimal disruption?

QUESTION 29
You’re deploying a new routing rule for social media inquiries. Which channel-specific cut-over requirement helps maintain efficient social media messaging?

QUESTION 30
Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

QUESTION 31
While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

QUESTION 32
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.

QUESTION 33
The company prioritizes increasing online self-service adoption. Which KPI would effectively measure this?

QUESTION 34
The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

QUESTION 35
The consultant should recommend UC configure the solution by setting up the organization’s default business hours and creating an escalation rule where the case matches the criteria associated with different business hours.
An administrator has activated Omni-Channel routing on a queue for the first time. However, agents are not seeing the work that was already in the queue What is the reason for the work that was already in the queue not being pushed to agents?

QUESTION 36
The consultant needs to specify the Inbound Flow Action in the channel
setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.
During a workshop, management at a company explains that its contact
center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general queue, where the agents pick up the case manually.
Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from different channels and would like this incorporated into the routing model.
Which setting in Email-to-Case should a consultant recommend the
company utilize?

QUESTION 37
The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

QUESTION 38
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

QUESTION 39
You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?