Salesforce SALESFORCE-CONTACT-CENTER Online Practice Questions and Exam Preparation

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 1:

  Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital channels for its retail customers, including Facebook Messenger, WhatsApp, and Message for In-App and Web.

  The Salesforce administrators are not sure how many bots they should set up and why.

  Which recommendation should a consultant make to Salesforce?

  A. One bot. The same Einstein Bot can be deployed to all Enhanced Digital Channels that support it.
  B. Three bots. One bot per channel will provide a channel-specific customer experience.
  C. Two bots. Fewer bots mean less maintenance, and the same bot can be used in Web and Facebook Messenger.
  A. One bot. The same Einstein Bot can be deployed to all Enhanced Digital Channels that support it.

• Question 2:

  Ursa Major Solar has recently seen a big increase in case volume due to the launch of a new product. What should the company do to deflect cases?

  A. Implement an internal knowledge base.
  B. Implement a customer-facing knowledge base.
  C. Implement a new channel in SMS.
  D. Implement both an internal knowledge base and a customer-facing knowledge base.
  B. Implement a customer-facing knowledge base.

• Question 3:

  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:

  1. Ursa Major Solar (UMS) is implementing Email-to-Case in its Salesforce org.

  2. Salesforce noted that which it has used in the past 2 years as its Case Management system, is also the primary Email Channel provider.

  3. UMS is excited to learn about the artificial intelligence capability in Einstein Case Classification and would like to prioritize the build as a must-have. After verifying the license, how should a consultant include the Einstein Case Classification capability in the same project?

  A. Add two requirements to the backlog in the current release date. Add data requirements for Einstein Case Classification.
  B. Add the requirement to a future release since Einstein needs at least 4000 past 6 months of cases to build the model in Email Channel.
  C. Add the requirement in the current release as the customer case records are agreed to be provided to train the model for Einstein Case Classification.
  D. Classification into the same project is to: Add two requirements to the backlog in the current release.
  C. Add the requirement in the current release as the customer case records are agreed to be provided to train the model for Einstein Case Classification.

• Question 4:

  The consultant needs to specify the Inbound Flow Action in the channel setting, in addition to selecting the flow, to use the Omni-Channel flow for the Enhanced Bot.

  During a workshop, management at a company explains that its contact center has specific teams supporting specific accounts. Customers generally contact the company through email.

  The case goes to a general queue, where the agents pick up the case manually.

  Management would like available agents to receive the cases automatically so they do not pick cases. They also require that if the case cannot be directed to the correct agent, there is a fallback option. The agent can be assigned cases from

  different channels and would like this incorporated into the routing model.

  Which setting in Email-to-Case should a consultant recommend the company utilize?

  A. Flow Settings
  B. Case Owner Settings
  C. Task Settings
  B. Case Owner Settings

• Question 5:

  The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?

  A. Utilize custom fields to capture all types of customer information without access restrictions.
  B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
  C. Implement third-party data encryption solutions for additional security layers.
  D. Store all customer data in one field without any segregation or access control mechanisms.
  B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

• Question 6:

  The reason why the work that was already in the queue is not being pushed to agents is:

  The "Apply to existing records in queue" option was not selected.

  At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer.

  What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?

  A. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
  B. A Use Slack to allow agents to share best practices in responding to customer questions
  C. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
  A. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions

• Question 7:

  Your scenario involves transitioning to a new self-service portal for customers. Which cut- over requirement helps ensure successful user adoption and engagement?

  A. Implementing robust search functionalities and user-friendly navigation within the new self-service portal.
  B. Conducting user testing and gathering feedback on the portal`s usability and accessibility.
  C. Launching awareness campaigns and providing clear guidance on how to use the new self-service portal.
  D. All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.
  D. All of the above, contributing to a positive user experience and encouraging customer adoption of the new portal.

• Question 8:

  The customer needs flexibility for future modifications to workflows and processes. Which design approach promotes maintainability?

  A. Develop complex custom code for every functionality to achieve specific needs.
  B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.
  C. Utilize external applications and extensive third-party integrations for various functionalities.
  D. Design rigid workflows with limited room for future adjustments or customizations.
  B. Leverage standard Salesforce features like Process Builder and Flow for visual workflow creation.

• Question 9:

  Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

  A. Case History related list displaying all updates and changes made to a specific case record.
  B. Reporting tools showing trends and patterns in case data entry and field values.
  C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
  D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
  D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.

• Question 10:

  (a)

  Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

  A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
  B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
  C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
  D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
  D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.