The best set of functionalities for the client's needs is a combination of
Messaging for Web and Embedded Service, with possible consideration of
Einstein Bots depending on specific requirements.
One of the Agile principles relevant to the query is 'Customer collaboration over processes and tools.' This principle emphasizes the importance of working with customers throughout the development process, valuing their input more than sticking rigidly to tools or predefined processes. This collaborative approach ensures that the product evolves as per the customer's needs and feedback, leading to more successful and relevant outcomes. It supports Agile's overarching goal of adaptive planning, evolutionary development, and continual improvement, which aligns perfectly with the dynamic needs of project development. Reference: https://agilemanifesto.org/principles.html
The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend
Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:
During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility for the customer to make posts on the company Facebook
page. They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.
Which set of solutions should the consultant recommend for all the criteria to met?
For the client's requirements of managing customer interactions via Facebook without creating a case for every comment, the best solution set is Digital Engagement and Social Studio. Digital Engagement provides tools to manage and support customer communications across digital channels, including Facebook messaging. Social Studio, part of the Salesforce Marketing Cloud, allows for comprehensive social media management, enabling the client to monitor, post, and engage with customers on their Facebook page efficiently. This combination ensures that only relevant interactions lead to case creation, streamlining the response process and reducing unnecessary workload.
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?
For Ursa Major Solar, the KPIs to prioritize to measure the success of the Contact Center implementation, given their goals to enhance customer satisfaction and streamline costs, should be average handling time, number of calls answered, customer satisfaction score, and employee training time. These KPIs directly align with improving service efficiency and quality. Average handling time and number of calls answered focus on operational efficiency, customer satisfaction score measures the impact on customer loyalty and satisfaction, and employee training time helps in assessing the effectiveness and speed of preparing new agents, which impacts both costs and service quality.
Full Exam Access, Actual Exam Questions, Validated Answers, Anytime Anywhere, No Download Limits, No Practice Limits
Get All 207 Questions & Answers