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

• A.Number of chat sessions handled by agents.
• B.Total chat session duration divided by the number of sessions.
• C.Time spent by agents actively engaged in chat sessions.
• D.All of the above, depending on the desired AHT calculation scope and inclusivity.

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The customer needs to ensure data security and access controls for sensitive customer information. Which security requirement is most important?

• A.Regularly conduct security audits and vulnerability assessments to identify potential risks.
• B.Encrypt customer data at rest and in transit to protect against unauthorized access.
• C.Configure field-level security to restrict access to sensitive data based on user roles.
• D.Implement multi-factor authentication (MFA) for secure agent logins and access.

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The customer needs advanced customization for specific workflows. Which option provides flexibility?

• A.Out-of-the-box configuration
• B.Salesforce Flow
• C.Third-party development
• D.Custom Apex coding

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The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

• A.Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
• B.Create a Quick Action for escalating a case and set up Conditional
  Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
• C.The consultant should propose creating an Escalation Rule Entry to set up

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Your scenario involves routing calls based on language spoken. Which feature facilitates this?

• A.Custom Apex code defining language detection and routing logic.
• B.Omni-Channel routing with skill mapping based on agent language proficiency.
• C.Phone Numbers configured with specific languages and automatic call routing.
• D.Integrated Speech-to-Text (STT) and language identification tools for real-time routing.

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