Reliable Salesforce Salesforce-Contact-Center Dumps Book, Salesforce-Contact-Center Valid Test Topics

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Salesforce Contact Center Accredited Professional Sample Questions (Q51-Q56):

NEW QUESTION # 51
The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

A. Agent Average AHT
B. Number of Escalated Cases
C. Customer Effort Score (CES)
D. First Contact Resolution (FCR) Rate

Answer: D

Explanation:
To enhance the first-contact resolution rate, the most direct and relevant KPI to monitor is the First Contact Resolution (FCR) Rate itself. FCR measures the percentage of customer inquiries that are resolved during the first interaction with the customer, without the need for follow-up or escalation. Monitoring this KPI closely helps to assess the effectiveness of the contact center in resolving issues promptly and efficiently, making "C. First Contact Resolution (FCR) Rate" the correct answer.
Reference: Salesforce Documentation on Service Cloud Metrics

NEW QUESTION # 52
You're validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

A. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
B. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
C. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
D. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

Answer: D

Explanation:
Assessing system performance and responsiveness involves various tools and approaches:
A: Analyzing system logs and resource utilization data helps identify performance bottlenecks.
B: Utilizing performance testing tools to simulate user activity enables evaluation of system response times and stability under various load conditions.
C: Monitoring agent feedback and user experience reports provides insights into real-world performance issues post-deployment.
These combined approaches offer a comprehensive evaluation of the system's performance, ensuring it meets the required standards for responsiveness and load handling.

NEW QUESTION # 53
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. Scratch org (correct)
B. Sandbox
C. Source org

Answer: A

Explanation:
For Universal Containers to develop and deploy a service app on AppExchange, using Scratch orgs is the recommended environment. Scratch orgs are disposable Salesforce environments that can be quickly set up and torn down, facilitating continuous integration and feature testing specific to Salesforce DX workflows. They are ideal for developing and testing applications before publishing them to AppExchange.
Reference: Salesforce Developer Documentation on Scratch Orgs

NEW QUESTION # 54
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. Experience Site
B. Mass Email
C. Public Groups

Answer: A

Explanation:
For Ursa Major Solar's requirement to enable customers to ask detailed questions about product functionality and interact with subject-matter experts in real time, the consultant should recommend the use of an Experience Site. Experience Sites, built using Salesforce Experience Cloud, allow organizations to create branded, feature-rich communities and portals for customer interaction. These sites can facilitate direct communication channels between customers and experts, provide access to knowledge articles, and offer real-time support functionalities. This feature will enable customers to engage interactively and receive the information they need efficiently.
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm

NEW QUESTION # 55
The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

A. Entitlements
B. Custom Apex Code
C. Case Classification
D. Case Escalation Rules

Answer: B

Explanation:
Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can consider multiple variables such as customer loyalty and contract value. Apex allows developers to write complex algorithms that assess various aspects of a customer profile and case details to assign priority levels.
Case Classification and Case Escalation Rules provide some level of prioritization but typically in a more limited scope.
Entitlements manage customer rights and service levels but do not inherently prioritize cases based on loyalty or value.
Custom Apex Code provides the necessary customization to tailor case prioritization according to specific business rules and criteria.
Developers can refer to Salesforce Apex Developer Guide for guidance on how to implement custom logic with Apex.

NEW QUESTION # 56
......

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Reliable Salesforce Salesforce-Contact-Center Dumps Book, Salesforce-Contact-Center Valid Test Topics

Salesforce-Contact-Center Valid Test Topics & Book Salesforce-Contact-Center Free

Salesforce Contact Center Accredited Professional Sample Questions (Q51-Q56):

Salesforce Contact Center Accredited Professional Exam Questions Pdf & Salesforce-Contact-Center Test Training Demo & Salesforce Contact Center Accredited Professional Test Online Engine

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