Salesforce Contact Center Accredited Professional : Salesforce-Contact-Center valid dump

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?

• A. Create and assign a new Presence Configuration. Create and apply a new Routing Configuration.
• B. Create and assign a new Presence Status
• C. The correct answer is Create and assign a new Presence Configuration.

The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

• A. Develop complex custom code for every functionality to achieve specific needs.
• B. Utilize external applications and extensive third-party integrations for various functionalities.
• C. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
• D. Design rigid workflows with limited room for future adjustments or customizations.

Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data What does a consultant need to keep in mind while using data loader?

• A. Automated processes are not executed
• B. Only Apex triggers are executed
• C. Automated processes are executed by default

You're deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

• A. Training agents on using the social media listening tool to effectively engage with customers and address concerns.
• B. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.
• C. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.
• D. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

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.

• A. A consultant is preparing post-implementation training material for theagents and supervisors. Agents will need to use the cell transcriptconfigured in Amazon Connect a part of the implementation
• B. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles.
  One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.What is one of the agile principles?
• C. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
• D. All three options you listed are actually Agile principles! Agile Developmentemphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here ' s a breakdown of each option: