Question # 1 The release plan includes automated regression testing. What is the primary benefit of this approach? A. Identifying new functionalities and features introduced during development.B. Ensuring existing functionalities and integrations continue to function properly after updates.C. Reducing manual testing efforts and streamlining the release process.D. All of the above, offering comprehensive validation and optimizing release efficiency.
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D. All of the above, offering comprehensive validation and optimizing release efficiency.Question # 2 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. The Messaging for Agents guided flow in the Service ConsoleB. Quick Texts for Messaging in the Service ConsoleC. Interactive Messaging Components in the Service Connect
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C. Interactive Messaging Components in the Service ConnectQuestion # 3 Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this? A. Process Builder sequences defining IVR menus and routing options based on caller selections.B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.D. All of the above, depending on the complexity of the desired IVR functionalities.
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B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
Answer Description Explanation:
Flow Builder is best suited for designing and configuring IVR (Interactive Voice Response) systems due to its visual drag-and-drop interface. This tool allows for easy creation of complex IVR menus and routing options based on caller selections, facilitating effective call deflection and ensuring callers can resolve their inquiries without needing direct agent interaction.
References: https://help.salesforce.com/articleView?id=sf.flow_builder.htm
Question # 4 While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support
through available channels in real time.
Which feature should the consultant use to accomplish this? A. Mass EmailB. Experience SiteC. Public Groups
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B. Experience Site
Answer Description Explanation:
Question # 5 Universal Containers (UC) requires agents to use their mobile devices as part of the daily operations. In order to do that, agents need a service app that can be published on AppExchange. Which kind of environment should UC use to develop and deploy this app on Appexchange? A. Source orgB. Scratch org C. Sandbox
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B. Scratch org Question # 6 You need to validate data migration accuracy and completeness. Which tool assists with this process? A. Salesforce Reports and Dashboards providing data comparisons between legacy and Salesforce systems.B. Data Compare tools like Informatica PowerCenter analyzing record discrepancies and data integrity.C. Validation Rules on key fields within Salesforce ensuring data adherence to defined formats and constraints.D. All of the above, offering various methods for comparing and verifying data accuracy after migration.
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D. All of the above, offering various methods for comparing and verifying data accuracy after migration.Question # 7 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? A. Records that exist in a queue prior to Omni-Channel routing activation will
not be pushed to an agent.B. The Apply to existing records in queue option was not selected.C. The type of work that was in the queue is not in the Selected Objects list
on the queue under Supported Objects
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A. Records that exist in a queue prior to Omni-Channel routing activation will
not be pushed to an agent.
Answer Description Explanation:
Question # 8 Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is: A. Broadcast AlertB. Broadcast Site BannerC. Broadcast Email
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A. Broadcast Alert
Answer Description Explanation: To address the need for mass communication during common issue occurrences like outages, the consultant should recommend the Broadcast Alert feature in Salesforce Incident Management. This feature allows Ursa Major Solar to send a real-time alert to all affected customers quickly and efficiently. Broadcast Alerts are useful for providing immediate updates, instructions, or solutions to customers impacted by the same issue, thus reducing the need for individual case responses and significantly saving time.
Reference: Salesforce Incident Management
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