Become Salesforce Certified with updated Contact-Center exam questions and correct answers
You‘re deploying a new escalation rule for voice calls in Omni-Channel. Which channel-specific cut-over
requirement ensures timely intervention for high-priority calls?
The customer values user adoption and training. Which element should be prioritized in the implementation
plan?
Your KPI requirements include measuring average handle time (AHT) for chat interactions. Which metric best
reflects this?
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?
The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the
Contact Center program?
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