Salesforce Updated Salesforce-Contact-Center Exam Questions and Answers by teodora

For a new agent performance dashboard, several factors contribute to successful user adoption and understanding:A. Providing comprehensive training on dashboard features and metrics helps agents understand how to use the tool effectively.B. Making the dashboard easily accessible within the agent interface ensures that it is used frequently and seamlessly.C. Customizing the dashboard layout and visualizations to match agent preferences and needs increases its practicality and relevance.These combined efforts enhance user experience and encourage agents to fully utilize the new dashboard.

References: https://help.salesforce.com/articleView?id=sf.bi_dashboards.htm

Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm

To enhance the customer experience for Messaging for Web, several configurations are needed:

• Business Hours: Must be active to inform customers about service availability during specific hours.
• Omni-Channel Queue or Flow: Required for managing and routing customer interactions.
• Estimated Wait Time: Should be activated to display expected wait times to customers, helping manage their expectations.
• Business Hours added to the Embedded Deployment: Ensures that the chat functionality reflects the correct availability times and conditions outside business hours.