You??re deploying a new SMS channel for customer updates and notifications. Which cut- over requirement helps prevent message delivery failures and ensure customer reach?

1. A. Validating customer phone numbers and carrier compatibility before activating the SMS channel.
2. B. Configuring clear opt-in and opt-out mechanisms for SMS updates and notifications.
3. C. Implementing message throttling and rate limiting to prevent overwhelming customers with SMS alerts.
4. D. All of the above, contributing to reliable and effective SMS communication with customers.

Correct Answer: D
Reference: Salesforce Mobile Messaging

The customer lacks advanced AI capabilities for case deflection. Which AppExchange solution could be a good fit?

1. A. LiveChat
2. B. Einstein Bots
3. C. Salesforce Flow
4. D. DocuSign

Correct Answer: B
Einstein Bots, available on the Salesforce AppExchange, are an excellent solution for organizations lacking advanced AI capabilities for case deflection. These bots use artificial intelligence to automate responses to common customer inquiries and can be integrated seamlessly into Salesforce systems. They help deflect routine cases by providing immediate answers to customers, reducing the load on human agents and improving overall efficiency.
References: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000EcsZ0UAJ

The consultant should recommend implementing the requirement by setting up Support Holidays to specify holidays.
Ursa Major Solar uses a custom object to track customer orders. The business would like the voice call linked to the primary order the customer is asking about
How should a consultant accomplish this?

1. A. Create a flow that references the custom object.
2. B. Create a junction object between the custom object and Voice Call Create a custom lookup field on the Voice Call object to the custom object
3. C. The consultant should accomplish the linking of voice calls to primary orders by creating a custom lookup field on the Voice Call object to the custom object.

Correct Answer: C
Reference: Salesforce Custom Objects and Fields

The consultant should instruct agents to access the call transcripts configured in Amazon Connect within the Conversation Component in Service Console.
Ursa Major Solar's Contact Center has a large volume of customers, and the company to strengthen loyalty, increase case deflection, and increase customer retention by implementing a customer portal.
Which Experience Cloud template should a consultant recommend

1. A. Help Center
2. B. Customer Service
3. C. Customer Account Portal

Correct Answer: A
Reference: https://help.salesforce.com/s/articleView?id=sf.networks_choose_template.htm

The customer requires advanced customization for specific workflows. What is the best approach?

1. A. Out-of-the-box configuration
2. B. Salesforce Flow
3. C. Third-party development
4. D. Custom Apex coding

Correct Answer: D
Reference: Salesforce Developers on Apex