You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

• A.Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
• B.Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.
• C.Training agents on using the social media listening tool to effectively engage with customers and address concerns.
• D.All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.

Comment: *

Name: *

Email: *

Verification: *

The customer wants automated case escalation based on specific criteri
a. Which data model element plays a key role?

• A.Custom fields capturing escalation triggers like priority or SLA breaches.
• B.Workflow Rules configured with escalation steps and case field conditions.
• C.Process Builder sequences defining escalation actions and notifications.
• D.Entitlements specifying service level agreements and associated escalation rules.

Comment: *

Name: *

Email: *

Verification: *

Your deployment involves migrating external system integrations. Which data preparation step helps maintain connection accuracy and functionality?

• A.Mapping and verifying field names and data formats between the Contact Center system and external integrations to ensure compatibility.
• B.Testing data exchange with external systems through mock scenarios and sample data transfers before the actual migration.
• C.Documenting API configurations and connection details for external integrations after successful migration and testing.
• D.All of the above, contributing to a smooth and seamless transition with reliable external system integrations within the new Contact Center system.

Comment: *

Name: *

Email: *

Verification: *

The desired process of reassigning cases to a higher support tier when SLA timelines are breached.
Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.
Which Service Cloud Voice feature should a consultant recommend to
accomplish this?

• A.Hierarchical Sharing Settings on Calls
• B.Collaboration on Call Recordings
• C.Pause/Resume Call Recording

Comment: *

Name: *

Email: *

Verification: *

Ursa Major Solar can implement customer push notifications through the following channels as part of its Engagement upgrade project:
Ursa Major Solar (UMS) has high daily call volumes. UMS wants to improve the speed and efficiency of its call handling.
Which set of features/capabilities will help UMS achieve this?

• A.Service Cloud Voice, Omni-Channel, Service Console
• B.Case Classification, Omni-Channel, Einstein Bots
• C.Service Cloud Voice, Feedback Management, Einstein Boss

Comment: *

Name: *

Email: *

Verification: *