Valid Salesforce-Contact-Center Test Answers & Salesforce Salesforce-Contact-Center Exam PDF [Q115-Q132]

QUESTION 115
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

QUESTION 116
To streamline communication and clarify case conversation history for an insurance company handling a high volume of cases, I recommend a combined approach utilizing Case Comments and Case Hierarchy, with careful consideration of Chatter’s limitations:
A project sponsor has stated that their primary goal is to reduce the cost per case in the contact center.
Which standard metric should a consultant focus on improving to reduce cost per case in the contact center?

QUESTION 117
The customer requires advanced customization for specific workflows. What is the best approach?

QUESTION 118
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best reflects this?

QUESTION 119
Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

QUESTION 120
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

QUESTION 121
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?

QUESTION 122
The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

QUESTION 123
The customer values user adoption and training. Which element should be prioritized in the implementation plan?

QUESTION 124
You need to validate data migration accuracy and completeness. Which tool assists with this process?

QUESTION 125
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?

QUESTION 126
The customer wants to enable self-service options for simple issues. Which Salesforce capability would be most helpful?

QUESTION 127
Your bot requirements include personalized greetings and information based on customer dat a. Which Salesforce feature enables this?

QUESTION 128
Validating chatbot functionality involves testing natural language processing (NLP) accuracy. Which tool can help with this?

QUESTION 129
Your design includes Omni-Channel routing. Which component is essential for distributing cases efficiently?

QUESTION 130
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?

QUESTION 131
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?

QUESTION 132
The best dashboard in Service Analytics for UC’s service report
requirement is Sidebar-By Customer.
Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?