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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 91:

  Where should the consultant point the agent to access the all transcript?

  A. conversation Component in Service Console
  B. Caller Contact record in Salesforce
  C. Amazon Connect Dashboard
  A. conversation Component in Service Console

• Question 92:

  You need to deploy a new case routing algorithm based on AI. Which deployment process provides the safest and most controlled approach?

  A. Pilot deployment involving a small user group for testing and feedback before broader rollout.
  B. Production deployment directly to all users simultaneously, with immediate effect.
  C. Full sandbox deployment for comprehensive testing before migrating to production.
  D. All of the above, depending on the complexity and potential impact of the new algorithm.
  A. Pilot deployment involving a small user group for testing and feedback before broader rollout.

• Question 93:

  Your design outlines automated case escalation based on criteria. Which tool facilitates rule-based escalation?

  A. Custom Apex code defining escalation logic and actions.
  B. Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
  C. Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
  D. Both (b) and (c), offering flexible options for automated case escalation based on rules.
  D. Both (b) and (c), offering flexible options for automated case escalation based on rules.

• Question 94:

  Your customer wants to personalize customer interactions based on past purchase history. How can you leverage future functionality?

  A. Introduce pre-built Knowledge Base articles recommending relevant products based on purchase history.
  B. Integrate with the CRM system to access customer data and personalize case handling approaches.
  C. Utilize AI-powered case deflection tools to suggest personalized offers and upsell opportunities.
  D. Implement dynamic routing based on purchase history to connect customers with appropriate agents.
  B. Integrate with the CRM system to access customer data and personalize case handling approaches.

• Question 95:

  The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?

  A. Develop custom formulas to calculate customer loyalty and contract value score.
  B. Configure case fields to capture customer tier and contract details for manual prioritization.
  C. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
  D. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.
  C. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

• Question 96:

  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 97:

  The customer wants to prioritize cases based on customer loyalty and contract value. Which functionality enables this?

  A. Case Classification
  B. Entitlements
  C. Case Escalation Rules
  D. Custom Apex Code
  D. Custom Apex Code

• Question 98:

  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?

  A. Create a flow that references the custom object.
  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
  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.
  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.

• Question 99:

  The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?

  A. Routing Rules
  B. Skill-Based Routing
  C. Entitlements
  D. Omni-Channel Presence
  B. Skill-Based Routing

• Question 100:

  You need to validate call recording functionality. Which Salesforce tool assists with this?

  A. Monitoring call logs and reports within Salesforce for recorded call availability.
  B. Utilizing the Call History related list on Case records to access and play recordings.
  C. Configuring Voice Call Transcripts to generate automatic text summaries of recorded calls.
  D. All of the above, providing various options for accessing, playing, and reviewing call recordings.
  D. All of the above, providing various options for accessing, playing, and reviewing call recordings.