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Vendor: | Salesforce |
---|---|
Exam Code: | Salesforce-Contact-Center |
Exam Name: | Salesforce Contact Center Accredited Professional |
Exam Questions: | 207 |
Last Updated: | October 8, 2025 |
Related Certifications: | Accredited Professional |
Exam Tags: | Marketing Cloud, Customer relationship management (CRM), Cloud computing Professional Salesforce administrators |
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The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?
Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value
Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in
Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?
Your data includes duplicate records across legacy systems. Which tool helps prevent duplicate creation in Salesforce?
To prevent the creation of duplicate records in Salesforce during data migration from legacy systems, several tools and features should be employed in concert: A. Matching rules help define the criteria for identifying duplicates. B. Data Import Wizard includes settings to prevent duplicates during the import process. C. Workflow Rules can be configured to automatically trigger deduplication logic when specific conditions are met. Using these tools together enhances the prevention of duplicates, ensuring better data quality and integrity post-migration.
You need to migrate complex workflows from your legacy system. Which tool facilitates this?
Depending on the complexity and requirements of the legacy workflows, you can utilize Process Builder for simple automation, Flow Builder for more intricate logic and integrations, or Apex code for custom scripting of advanced functionalities. Choose the tool that best suits the specific workflow you're migrating.
Ursa Major Solar (UMS) wants to offer the new Messaging for Web channel on its Azure based Experience Cloud site. However, UMS wants authenticated users to go directly to an agent and guest users to be connected with an Einstein Bot.
How should a consultant suggest UMS configure its Experience Cloud site to support this?
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