Free Salesforce Salesforce-Contact-Center Exam Dumps Questions & Answers

To ensure a successful digital transformation with a multi-channel strategy, engaging the right stakeholders during the discovery phase is crucial.
Here ' s the breakdown of the options and why the most suitable choice is:
Option 3: VP of Customer Experience; VP of Service; IT Leadership.
Which set of key performance indicators (KPIs) should the consultant ..to measure the success of contact center implementation?

• A.  Average response time, cost per call, deflection rate, and employee traininglime
• B.  Average handling time, number of calls answered, customer satisfaction an training time
• C.  Revenue growth number of repeat customers, net promoter source, and employer le

The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

• A.  Configure a Knowledge Base with searchable articles andFAQs for self-service options.
• B.  Integrate Salesforce with a Customer Relationship Management (CRM) system for a combined customer profile.
• C.  Utilize Omni-Channel Routing to unify case routing and agent availability across channels.
• D.  Implement the Customer Community for forum discussions and support ticket submission.

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

• A.  Customer satisfaction ratings and feedback on the self-service experience.
• B.  Percentage of cases deflected through self-service channels and resolved without agent intervention.
• C.  All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
• D.  Number of self-service articles viewed or downloaded by customers.

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

• A.  Average Contact Handle Time (AHT)
• B.  Customer Satisfaction (CSAT) Score
• C.  Case Resolution Rate
• D.  Number of Resolved Cases

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

• A.  Web Chat Engagement Rate
• B.  Case Volume Deflection Rate
• C.  Number of Knowledge Base Articles Viewed
• D.  Customer Effort Score (CES)