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Legit Salesforce-Contact-Center Exam Download

Salesforce Contact Center Accredited Professional Exam Questions and Answers

Question 53

The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

Options:

A.

Detailed and rigid schedule with no room for modifications or adjustments.

B.

Clearly defined communication channels and escalation procedures for unforeseen issues.

C.

Regular risk assessments and contingency plans for potential challenges and roadblocks.

D.

A collaborative work environment and open communication among stakeholders.

Question 54

You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?

Options:

A.

Salesforce Reporting with basic filters and data grouping for analysis.

B.

Omni-Channel dashboards providing real-time insights and basic trend visualization.

C.

Einstein Analytics with advanced data blending, predictive modeling, and visual storytelling capabilities.

D.

All of the above, depending on the desired level of data exploration, predictive insights, and visual representations.

Question 55

Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a

challenge for some of the new hire agents.

What should an administrator add in Omni-Channel settings to allow

ramp-up time for UMS's junior agents to handle only two chat requests at a

time?

Options:

A.

Create and assign a new Presence Configuration. Create and apply a new

B.

Routing Configuration.

C.

Create and assign a new Presence Status

Question 56

Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

Options:

A.

Configuring data encryption for transferred information and user access with multi-factor authentication.

B.

Conducting pre-migration security audits and vulnerability assessments of both platforms.

C.

Establishing clear data ownership and access rights for users across the old and new platforms.

D.

All of the above, contributing to a secure and controlled migration process with robust data protection.