Salesforce-Contact-Center Valid Dumps Pdf & Salesforce-Contact-Center Hot Questions

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Salesforce Contact Center Accredited Professional Sample Questions (Q178-Q183):

NEW QUESTION # 178
The correct answer is Provision a long code phone number at least 2weeks before go-live.
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?

Answer: C

Explanation:
To support new hire agents who struggle with handling multiple chat requests, configuring Omni-Channel settings to limit the number of concurrent chats is crucial. By creating and assigning a new Presence Configuration that limits junior agents to handling only two chat requests at a time, administrators can effectively manage agent workload. This configuration allows the organization to tailor chat capacity to individual agent capabilities, improving both performance and job satisfaction. "A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration" is therefore the correct approach to provide ramp-up time for junior agents.
Reference: Salesforce Omni-Channel Settings


NEW QUESTION # 179
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?

Answer: D

Explanation:
Reference: Salesforce Data and Analytics Migration Best Practices


NEW QUESTION # 180
The customer requires secure access control for sensitive customer dat
a. Which data model element contributes to data security?

Answer: A

Explanation:
Field-Level Security (FLS) in Salesforce is essential for controlling access to sensitive data. It allows administrators to specify which fields are visible and editable by which users or profiles. This ensures that sensitive customer information is only accessible to authorized personnel, thereby contributing significantly to data security. Option "B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions" is the correct choice as it directly addresses the requirement for secure access control within the Salesforce data model.
Reference: Salesforce Documentation on Field-Level Security


NEW QUESTION # 181
The customer requests a single view of customer interactions across all channels. Which Salesforce feature best addresses this need?

Answer: B


NEW QUESTION # 182
You need to validate call recording functionality. Which Salesforce tool assists with this?

Answer: B

Explanation:
Validating call recording functionality can be effectively managed using a combination of Salesforce tools: A. Monitoring call logs and reports within Salesforce ensures recorded calls are stored and accessible. B. Utilizing the Call History related list on Case records allows users to access and play specific recordings. C. Configuring Voice Call Transcripts to generate text summaries aids in reviewing the content of calls efficiently. Using these tools together provides a comprehensive approach to managing, accessing, and reviewing call recordings.


NEW QUESTION # 183
......

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