The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?

• A.Zoom
• B.Genesys Cloud CX
• C.Google Cloud AI
• D.Zendesk

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While all the options mentioned can be helpful for improving efficiency in resolving customer cases, the most suitable recommendation for Ursa Major Solar based on the given scenario is:
Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions.
Universal Containers has implemented service-level agreements (SLAs) to resolve cases There is an additional requirement when the contact center is closed for a holiday to not apply escalation rules or milestones during this time How should a consultant recommend implementing this requirement?

• A.Set up Support Holidays to specify holidays.
• B.Create an Apex trigger to check agent holidays
• C.Create additional holiday rules in the SLAs

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Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:
1. Service Cloud Voice:
* Streamlines inbound and outbound calling within Salesforce,
eliminating context switching and improving agent productivity.
* Offers features like call recording, transcription, and click-to-dial for faster call handling.
2. Omni-Channel:
* Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.
* Provides real-time insights into agent performance and call metrics
for effective management.
3. Einstein Bots:
* Handles simple inquiries and FAQs, deflecting calls from agents and
reducing queue wait times.
* Can handle tasks like scheduling appointments, providing basic
account information, or collecting initial issue details, freeing up
agents for complex issues.
During a design workshop, Ursa Major Solar (UMS) indicates to a
consultant that many cases around the same topic, which is usually an
outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.
Which incident management feature should the consultant recommend
UMS the direct communication with customers?

• A.Broadcast Alert
• B.Broadcast Site Banner
• C.Broadcast Email

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You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?

• A.Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
• B.Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
• C.Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
• D.All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.

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You need to configure dashboards and reports for KPI visualization. Which platform offers the most flexibility?

• A.Einstein Analytics with customizable dashboards and visual data storytelling capabilities.
• B.Salesforce Reporting tools for generating detailed reports and data analysis.
• C.Omni-Channel dashboards providing real-time insights into agent activity and queue metrics.
• D.All of the above, depending on the desired level of detail, visual representation, and data access.

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