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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 1:

  The customer requests integrations with existing CRM and marketing automation systems. Which approach promotes data integrity and maintainability?

  A. Develop custom code for each integration, creating independent data silos and complex maintenance needs.
  B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.
  C. Implement point-to-point integrations with each system, requiring ongoing customization and management.
  D. Avoid integrations altogether and maintain separate data environments for different functionalities.
  B. Utilize pre-built Salesforce connectors and APIs for seamless data exchange with external systems.

• Question 2:

  The most standard metric a consultant should focus on improving to reduce cost per case in the contact center is Average Handle Time (AHT).

  Ursa Major Solar is advised by a consultant to utilize Continuous Integration (Cl) during its Contact Center implementation project. However, some of the stakeholders are not familiar with it and are questioning the benefits it yields.

  What should the consultant outline as the advantage of a Cl process to the customer?

  A. Organizes source development into package directories
  B. Ensures application quality before any corrupt change can get into the Source..
  C. Creates and deletes package versions in each testing environment
  B. Ensures application quality before any corrupt change can get into the Source..

• Question 3:

  The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.

  As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.

  What is one of the agile principles?

  A. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
  B. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
  C. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript configured in Amazon Connect a part of the implementation
  B. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:

• Question 4:

  The customer needs advanced customization for specific workflows. Which option provides flexibility?

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

• Question 5:

  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

  A. Help Center
  B. Customer Service
  C. Customer Account Portal
  A. Help Center

• Question 6:

  The customer requires ongoing training and support for agents using the new Salesforce Contact Center system. Which support option is most suitable?

  A. Utilize Trailhead online modules and Salesforce documentation for independent learning.
  B. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.
  C. Develop custom training materials and conduct internal workshops for agent familiarization.
  D. Leverage partner resources and certified consultants for specialized training and implementation guidance.
  B. Implement Premier Support with dedicated access to expert consultants and proactive issue resolution.

• Question 7:

  Validating business processes involves testing workflows and flow logic. Which tool helps with this?

  A. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
  B. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
  C. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
  D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.
  D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.

• Question 8:

  Ursa Major Solar (UMS) configured its Omni-Channel to allow support agents to handle three chat requests simultaneously. It has been a challenge for some of the new hire agents. What should an administrator add in Omni-Channel settings to allow ramp-up time for UMS's junior agents to handle only two chat requests at a time?

  A. Create and assign a new Presence Configuration. Create and apply a new
  B. Routing Configuration.
  C. Create and assign a new Presence Status
  C. Create and assign a new Presence Status

• Question 9:

  You`re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?

  A. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
  B. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
  C. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
  D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.
  D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.

• Question 10:

  You need to set up email case creation. Which feature allows automatic case generation from incoming emails?

  A. Workflow Rules with email field criteria triggering case creation.
  B. Process Builder sequences defining steps for email parsing and case generation.
  C. Email-to-Case enabled on the Case object with appropriate field mapping.
  D. Einstein Bots configured to handle email inquiries and create cases if needed.
  C. Email-to-Case enabled on the Case object with appropriate field mapping.