Ace Your Salesforce-Contact-Center Accredited Professional Certification Exam

The customer requires advanced customization for specific workflows. What is the best approach?

Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

The consultant needs to specify the Inbound Flow Action in the channel

setting, in addition to selecting the flow, to use the Omni-Channel flow for

the Enhanced Bot.

During a workshop, management at a company explains that its contact

center has specific teams supporting specific accounts. Customers generally contact the company through email. The case goes to a general

queue, where the agents pick up the case manually.

Management would like available agents to receive the cases automatically

so they do not pick cases. They also require that if the case cannot be

directed to the correct agent, there is a fallback option. The agent can be

assigned cases from different channels and would like this incorporated

into the routing model.

Which setting in Email-to-Case should a consultant recommend the

company utilize?

Your scenario involves upgrading a legacy reporting system to a new Contact Center analytics platform. Which cut-over requirement helps maintain continuity and user familiarity?