Free Access to Salesforce.Salesforce-Contact-Center.v2024-11-19.q72 with Valid Practice Test (Page 2)

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A.Providing comprehensive training on the dashboard features and metrics for agents.
B.Making the dashboard easily accessible and readily available within the agent interface.
C.Customizing the dashboard layout and visualizations to align with agent preferences and needs.
D.All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

Your migration plan includes transferring agent performance dat
a. Which Salesforce object best accommodates this data?

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

Your scenario involves customer satisfaction surveys triggered after case closure. Which platform facilitates this?

A.Einstein Feedback Surveys automatically sent based on case closure events and collecting customer feedback on their experience.
B.Process Builder sequences initiating customer satisfaction surveys upon case closure and managing survey workflow.
C.Flow Builder with visual interface for designing and configuring survey forms and logic for collecting feedback after case closure.
D.All of the above, offering various options for triggering and managing customer satisfaction surveys within case management.

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

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