The most suitable set of solutions for the client's requirements, considering both Facebook messaging and selective case creation for post responses, is Digital Engagement and Social Studio.
A consultant has been asked to help Ursa Major Solar improve its customer support operations through the implementation of Contact Center. The company's main strategy is to enhance customer satisfaction and loyalty while streamlining costs.
Which set of key performance indicators (KPIs) should the consultant
prioritize to measure the success of the Contact Center implementation?

• A.A Average response time, cost per call deflection rate, and employee training time
• B.Revenue growth, number of repeat customers, net promoter score, and employment
• C.Average handling time, number of calls answered, customer satisfaction sure and employer training time

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You're deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?

• A.Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
• B.Configuring clear opt-out options for customers within the chat window and on website landing pages.
• C.Providing agents with readily available customer context and browsing history within the chat interface.
• D.All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

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The legal team emphasizes data security and compliance. How can future functionality address this?

• A.Implement field-level security to restrict access to sensitive data based on user roles and permissions.
• B.Encrypt customer data at rest and in transit to protect against unauthorized access.
• C.Conduct regular security audits and vulnerability assessments to identify potential risks.
• D.All of the above, combined for a comprehensive approach to data security and compliance.

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You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

• A.Apex code development for custom integrations with specific external systems and data retrieval.
• B.Flow Builder with pre-built connectors and actions for integration with various external data sources.
• C.Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
• D.All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

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You're validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

• A.Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
• B.Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
• C.Manually comparing case details and identifying duplicates for removal or merging before data migration.
• D.All of the above, depending on the complexity and desired level of automation for duplicate case handling.

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