While some of your suggestions aim to address Ursa Major Solar's need to accommodate new agents during peak season, they raise potential concerns and might not be the most optimal approach. Here's a breakdown:
Ursa Major Solar (UMS) is implementing Email-to-Case in its ...
Salesforce notaro which it has used in the past 2 years as its Case
Management system, to place is the party Email Channel provider. UMS is excited to learn about the artificial in capability in Einstein Case Classification and would like to prioritize the capturing the build as must-have After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?
Add two requirements to the backlog in the current release date
EmailMessage object to meet data requirements for Einstein formal Car
Cassium be up Einstein Case Classification.
Add the requirement to a future release since Einstein rends at least 400 the past 6 months to build the model in Email Channel Add the requirement in the current release as the customer are case records and because of the reed to prontice the manner Classification The most appropriate approach for incorporating Einstein Case Classification into the same project is to:
A) A Add two requirements to the backlog in the current release:
B) Ursa Major Solar has recently seen a big increase in case volume due to the launch of new product.
What should the company do to deflect cases?
Implement an internal knowledge base.
Implement a customer-facing knowledge base Implement a new channel in
SMS. Choose
While both implementing an internal knowledge base and implementing a
customer-facing knowledge base can help deflect cases, the most
impactful choice for Ursa Major Solar is:
Implementing a customer-facing knowledge base.
Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital snipe channels for its retail customers, including Facebook Messenger, WhatsApp and Message for In-app and Web. The Salesforce administrators are not sure how many boss they sa and why.
Which recommendation should a consultant make to the Salesforce ..

• A. bot. The same Einstein Bot can be deployed to all Enhanced Digital ... that Sent Cloud supports
• B. Three bots. One bot per channel will provide a chunne specific customer..
• C. Two bots. Fewer bots means less maintenance and the same can be p and

You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

• A. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
• B. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
• C. All of the above, providing options for diverse bot functionalities and integration flexibility.
• D. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.

Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.
How should a consultant implement these requirements?
Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.
Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.
Which recommendation should the consultant make to improve this?

• A. Hire more service agents in peak season and meet customer needs on
  demand
• B. Implement an SMS Digital Channel and redirect customers from phone.
• C. Implement Email-to-Case and redirect customers from phone to email

You need to validate web form functionality. Which method provides the most direct test?

• A. Manually submitting test data through the web form and verifying case creation in Salesforce.
• B. Reviewing form configuration settings and field mappings within Salesforce.
• C. All of the above, offering complementary perspectives on web form functionality and potential challenges.
• D. Monitoring web server logs for form access and error messages to identify technical issues.

Universal Containers plans on notifying its customers with an automated outbound SMS message every time a package gets shipped out and when it arrives.
How should an administrator provision the phone number to support this
functionality?

• A. Provision a short code phone number at least 8 weeks before golive
• B. Provision a toll free phone number at least 8 weeks before golive
• C. Provision a long code phone number on least 2 weeks before golive