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Last Updated: Oct 07, 2026
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| Section | Weight | Objectives |
|---|---|---|
| Topic 1: Discovery | 20% | - Requirements Definition
|
| Topic 2: Design | 29% | - Scalable Architecture Design
|
| Topic 3: Implement | - Contact Center Configuration
|
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
Correct Answer: A 🗳️
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I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
Correct Answer: B 🗳️
Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).
Your requirements include integrating social media channels into Omni-Channel. Which platform facilitates this?
Correct Answer: D 🗳️
Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).
The customer needs advanced customization for specific workflows. Which option provides flexibility?
Correct Answer: C 🗳️
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You need to identify trends and patterns within Contact Center metrics. Which tool offers the most advanced data analysis capabilities?
Correct Answer: C 🗳️
Explanation: Only visible for ActualTestsQuiz members. You can sign-up / login (it's free).
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