You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

• A.Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
• B.Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
• C.Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
• D.All of the above, providing options for diverse bot functionalities and integration flexibility.

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The company's primary goal is to improve customer satisfaction. Which KPI best aligns with this objective?

• A.Average Contact Handle Time (AHT)
• B.First Contact Resolution (FCR) Rate
• C.Customer Satisfaction (CSAT) Score
• D.Net Promoter Score (NPS)

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You need to validate call recording functionality. Which Salesforce tool assists with this?

• A.Monitoring call logs and reports within Salesforce for recorded call availability.
• B.Utilizing the Call History related list on Case records to access and play recordings.
• C.Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
• D.All of the above, providing various options for accessing, playing, and reviewing call recordings.

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Validating self-service functionality involves testing article accessibility and accuracy. Which tool helps with content quality checks?

• A.Salesforce Reports with filters for user searches and article views to assess popularity and engagement.
• B.Quality assurance reviews by internal teams or external testing services to validate content accuracy.
• C.User feedback surveys and rating systems on Knowledge articles to gather direct customer input.
• D.All of the above, providing a multi-faceted approach to evaluating self-service content quality and user experience.

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Ursa Major Solar has recently completed testing of its upgrade to
Enhanced Digital Engagement channels. A consultant needs to now move
the WhatsApp number on the testing sandbox to production.
How should the consultant accomplish this?

• A.Enter the existing number when creating the channel in production
• B.Request a new number for the production org
• C.Log a case with Salesforce Customer Support

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