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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 121:

  You need to validate case closure accuracy and completeness. Which tool helps with this?

  A. Case Closure Rules automatically closing cases based on predefined criteria and ensuring required fields are filled.
  B. Data Validation Rules on case fields requiring specific formats or preventing invalid entries before closure.
  C. Case History review for completeness and verification of resolution details before final closure.
  D. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.
  D. All of the above, contributing to ensuring accurate and complete case closure for efficient data management.

• Question 122:

  Your KPIs include measuring agent utilization rates. Which metric best reflects this?

  A. Number of cases handled by an agent during a specific period.
  B. Agent login duration divided by the total active work time on cases or chats.
  C. Time spent by an agent on various activities throughout the workday.
  D. All of the above, depending on the desired scope and granularity of agent utilization measurement.
  D. All of the above, depending on the desired scope and granularity of agent utilization measurement.

• Question 123:

  The company desires to enhance first-contact resolution rate. Which KPI should be closely monitored?

  A. Number of Escalated Cases
  B. Agent Average AHT
  C. First Contact Resolution (FCR) Rate
  D. Customer Effort Score (CES)
  C. First Contact Resolution (FCR) Rate

• Question 124:

  Your project requires migrating knowledge base articles. Which data preparation step helps maintain internal links and formatting within articles?

  A. Exporting articles in a compatible format that preserves formatting and internal links for import into the new system.
  B. Manually reviewing and adjusting internal links and formatting within each article before migration.
  C. Utilizing data transformation tools to automatically convert and adapt article formats for the new knowledge base platform.
  D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.
  D. All of the above, depending on the capabilities of the existing and new knowledge base systems for handling formatting and links.

• Question 125:

  The customer wants to personalize customer interactions based on past interactions and preferences. Which data model element facilitates this?

  A. Custom fields capturing customer preferences and purchase history.
  B. Case history tracking with details of previous interactions and resolutions.
  C. Segmentation rules defining customer groups based on specific criteria and behavior.
  D. All of the above, used in combination for comprehensive customer context and personalized experiences.
  D. All of the above, used in combination for comprehensive customer context and personalized experiences.

• Question 126:

  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 127:

  The correct steps for UC to create a service report with 50 object references are

  A consultant has cloned a standard bot as an Enhanced Bot for Universal Containers inbound conversations, which created a simple Omni-Channel flow for the bot.

  What does the consultant need to specify to use this flow in the channel setting other than selecting the flow?

  A. Inbound Flow Action
  B. Route Work Item
  C. Fallback Queue
  B. Route Work Item

• Question 128:

  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 129:

  You`re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?

  A. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
  B. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
  C. Manually comparing case details and identifying duplicates for removal or merging before data migration.
  D. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
  D. All of the above, depending on the complexity and desired level of automation for duplicate case handling.

• Question 130:

  Your customer seeks continuous improvement for their Contact Center program. How can future functionality support this?

  A. Utilize pre-built Salesforce reports and dashboards to track key metrics and identify areas for improvement.
  B. Implement Einstein Analytics for advanced data analysis, predictive insights, and proactive problem-solving.
  C. Gather agent feedback through surveys and workshops to understand pain points and suggest improvements.
  D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.
  D. All of the above, combining data-driven insights with customer and agent feedback for continuous optimization.