HOTSPOT You need to select which setting needs to be configured for each setup. Which settings should you select? To answer, select the appropriate options in the answer area. NOTE: Each correct selection is worth one point. Hot Area:

You need to configure the system to notify managers about unhappy patients. What should you do? A. Configure Omnichannel Insights. B. Set a routing rule for escalations. C. Change the value of the Monitor real-time customer sentiment option to Yes.

Case study This is a case study. Case studies are not timed separately. You can use as much exam time as you would like to complete each case. However, there may be additional case studies and sections on this exam.…

HOTSPOT You are creating a virtual agent to handle common customer inquiries. The virtual agent must provide the ability to route customers to live agents for escalation. You need to recommend a solution. Which components should you use? To answer,…

HOTSPOT You are an Omnichannel supervisor for an inbound call center. The call center’s customer service rating has decreased over the past few months. You need to enable analysis to view real-time customer sentiment. In which configuration area should you…

HOTSPOT A company is implementing Omnichannel for Customer Service. The company plans to release a new product in the following markets: Germany, Spain, and France. Before the product launches, one agent from each country/region will receive training on the new…

You are customizing an Omnichannel for Customer Service implementation. You need to configure the escalation process to a human agent. Which three actions should you perform? Each correct answer presents part of the solution. NOTE: Each correct selection is worth…

HOTSPOT You are implementing Omnichannel for Customer Service for a hospital. Each customer service agent has a chat capacity of 200. The implementation requirements are as follows: Each agent can take no more than two chats at a time. A…

HOTSPOT You must set up the following: A work stream must be configured to use Twitter. The cases must automatically go to the next available sales representative. Any existing case that comes in must be assigned automatically to the sales…

DRAG DROP You are an Omnichannel supervisor for a company. The company wants to deploy an Omnichannel Insights dashboard. You need to set up and monitor KPIs. In which section is each KPI located? To answer, drag the appropriate sections…