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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 111:

  Your design includes integrating WhatsApp Business for customer communication. Which tool facilitates this?

  A. Salesforce Social Studio with connectors for managing various social media and messaging platforms.
  B. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.
  C. Flow Builder with pre-built templates for configuring messaging channel interactions and automation.
  D. Omni-Channel routing rules directing incoming WhatsApp messages to appropriate agents based on content and skills.
  B. Custom Apex code developed to connect Salesforce with the WhatsApp Business API.

• Question 112:

  While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web.

  A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer.

  Where should the consultant point supervisors to track these KPIs?

  A. Omni Supervisor Console and Amazon Supervisor Dashboard
  B. Service Cloud Voice Analytics App and Omni Supervisor Console
  C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
  B. Service Cloud Voice Analytics App and Omni Supervisor Console

• Question 113:

  The consultant should use the Data Loader to migrate 100,000 historic cases from a legacy system to Salesforce.

  A consultant has noticed that agents always open the contact record first when they are routed a new Email-to-Case before they do anything else.

  What should the consultant set up to make this more efficient for agents?

  A. Edit the Case page layout to embed the Contact Details component on the Case page Pop action
  B. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact
  C. Create an Omni-Channel flow that adds Contact as the focused record using the Configure Screen
  B. Edit the Navigation rules for the app that the agents use to set Case as a subtab of Contact

• Question 114:

  You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?

  A. Salesforce Knowledge articles with categorization and tagging for easy customer search.
  B. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
  C. Einstein Search for intelligent article recommendations based on customer keywords and context.
  D. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.
  D. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

• Question 115:

  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 116:

  Out of the listed options, the most effective combination of features/capabilities to improve UMS's call handling speed and efficiency is:

  1.Service Cloud Voice:

  Streamlines inbound and outbound calling within Salesforce, eliminating context switching and improving agent productivity.

  Offers features like call recording, transcription, and click-to-dial for faster call handling.

  2.Omni-Channel:

  Intelligently routes calls to the most qualified agents based on skills, availability, and workload, ensuring faster issue resolution.

  Provides real-time insights into agent performance and call metrics for effective management.

  3.Einstein Bots:

  Handles simple inquiries and FAQs, deflecting calls from agents and reducing queue wait times.

  Can handle tasks like scheduling appointments, providing basic account information, or collecting initial issue details, freeing up agents for complex issues.

  During a design workshop, Ursa Major Solar (UMS) indicates to a consultant that many cases around the same topic, which is usually an outage. Currently the customer service agents need to respond to each and every case separately, which takes a line amount of time. They would like to be able to collect these cases together and y message that would be received by all customers.

  Which incident management feature should the consultant recommend UMS the direct communication with customers?

  A. Broadcast Alert
  B. Broadcast Site Banner
  C. Broadcast Email
  A. Broadcast Alert

• Question 117:

  You need to integrate external systems for additional data enrichment within cases. Which tool facilitates this?

  A. Apex code development for custom integrations with specific external systems and data retrieval.
  B. Flow Builder with pre-built connectors and actions for integration with various external data sources.
  C. Salesforce Connect for establishing secure and centralized connectivity with a broader range of external systems.
  D. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.
  D. All of the above, providing options for integrating external data sources and enriching case information for informed decision-making.

• Question 118:

  The post-release phase of the implementation plan emphasizes performance monitoring. Which metric is most relevant for evaluating Contact Center effectiveness?

  A. Number of features or functionalities implemented within the system.
  B. User satisfaction surveys and agent feedback on the new system.
  C. System availability and uptime per customer expectations and service level agreements (SLAs).
  D. Resource utilization and infrastructure costs associated with running the Contact Center.
  C. System availability and uptime per customer expectations and service level agreements (SLAs).

• Question 119:

  The marketing team wants to track the impact of social media campaigns on Contact Center volume. How can you measure this?

  A. Monitor case mentions of specific campaign keywords and track resolution times.
  B. Integrate social media platform data with Salesforce for customer journey analysis.
  C. Analyze call origin information and identify calls originating from social media campaigns.
  D. Deploy sentiment analysis on customer interactions to gauge campaign reception.
  B. Integrate social media platform data with Salesforce for customer journey analysis.

• Question 120:

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

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