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問題 #1

Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

A. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
B. Integrate with the CRM system to access customer data and personalize case handling approaches.
C. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
D. Implement dynamic routing based on purchase history to connect customers with appropriate agents.

問題 #2

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. All three options you listed are actually Agile principles! Agile Developmentemphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here ' s a breakdown of each option:
B. A consultant is preparing post-implementation training material for theagents and supervisors. Agents will need to use the cell transcriptconfigured in Amazon Connect a part of the implementation
C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
D. 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?

問題 #3

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

問題 #4

Based on the scenario and considering regulatory limitations, the most suitable messaging channel for Ursa Major Solar (UMS) to proactively initiate conversations with previous contact center customers is Messaging for Web.
An insurance company handles a large volume of cases every year. The companies communicate with the customer and other third parties through related cases und the same customer issue. Currently, they find it confusing to follow the count appears from different people and channels.
What should a consultant utilize to design a solution so the common is easier to follow, but still relatable to the original customer case?

A. Chatter
B. Case Hierarchy
C. Case Comments

問題 #5

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

A. Design rigid workflows with limited room for future adjustments or customizations.
B. Utilize external applications and extensive third-party integrations for various functionalities.
C. Develop complex custom code for every functionality to achieve specific needs.
D. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

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