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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 131:

  The customer desires seamless integration with their existing CRM system. Which functionality bridges this gap?

  A. Data Import Wizard
  B. Partner Integrations
  C. Einstein Analytics
  D. Apex Code Development
  B. Partner Integrations

• Question 132:

  You`re deploying a new escalation rule for voice calls in Omni-Channel. Which channel- specific cut-over requirement ensures timely intervention for high-priority calls?

  A. Configuring the rule to trigger automatic notifications and case creation for escalated calls.
  B. Testing the escalation rule functionality with test calls and dummy scenarios before deployment.
  C. Defining clear criteria for call escalation based on urgency and wait times.
  D. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.
  D. All of the above, contributing to a robust and effective escalation process for voice calls within Omni-Channel.

• Question 133:

  The company aims to reduce operational costs. Which KPI is most relevant to track their progress?

  A. Customer Acquisition Cost (CAC)
  B. Agent Resolution Rate
  C. Average Cost per Case (CPAC)
  D. Employee Turnover Rate
  C. Average Cost per Case (CPAC)

• Question 134:

  The environments that should have a two-way deployment connection in this scenario are Test Sandbox and Production Org.

  Which requirement needs to be met to perform a quick deployment for change sets or Metadata API components without testing the full deployment?

  A. Each class and trigger that was deployed is covered by at least 75% jointly
  B. Tests in the org or al local tests are run and Apex trigger have some coverage
  C. Components have been validated successful for the target event within least 70 days
  A. Each class and trigger that was deployed is covered by at least 75% jointly

• Question 135:

  Your deployment involves introducing a new agent performance dashboard. Which cut- over requirement helps ensure user adoption and understanding?

  A. Providing comprehensive training on the dashboard features and metrics for agents.
  B. Making the dashboard easily accessible and readily available within the agent interface.
  C. Customizing the dashboard layout and visualizations to align with agent preferences and needs.
  D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.
  D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

• Question 136:

  You`re deploying a new web chat widget with proactive engagement triggers. Which cut- over requirement helps optimize customer experience and minimize intrusion?

  A. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
  B. Configuring clear opt-out options for customers within the chat window and on website landing pages.
  C. Providing agents with readily available customer context and browsing history within the chat interface.
  D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.
  D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

• Question 137:

  The best dashboard in Service Analytics for UC's service report requirement is Sidebar-By Customer. Universal Containers (UC) has a requirement to create a service report that contains 50 object references. Which steps should UC take to achieve this?

  A. Create 10 service reports Select the objects Combine the service reports
  B. Create a custom report type Select four object relationships Select adal from extra objects
  C. Create a Visualforce service report Create objects and fields the Vict into the objects and fields in the report
  B. Create a custom report type Select four object relationships Select adal from extra objects

• Question 138:

  You need to validate bot security and data privacy compliance. Which tool helps with this?

  A. Salesforce Security Review tool providing insights into potential security vulnerabilities within your bot configuration.
  B. Data Loss Prevention (DLP) policies defining rules for sensitive data handling and preventing unauthorized access.
  C. User Role Hierarchy and Field Level Security ensuring appropriate access restrictions based on user profiles.
  D. All of the above, working together to secure bot interactions and ensure data privacy compliance.
  D. All of the above, working together to secure bot interactions and ensure data privacy compliance.

• Question 139:

  While all listed KPIs have relevance, the most suitable set for Ursa Major Solar's goals (enhanced customer satisfaction and loyalty, cost streamlining) should prioritize these areas: A Ursa Major Solar recently hired many new agents to handle seasonal peak volumes in the voice channel.

  A. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed
  B. Assign Read All data access to all voice agents
  C. Update the organization-wide sharing setting for use Presence to Public Read City
  A. Build Omni-Channel routing flow and add all senior agents to the direct to agent routing proceed

• Question 140:

  Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?

  A. Salesforce Data Loader for bulk data imports and mapping.
  B. Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
  C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
  D. Custom Apex code scripts developed to assess and clean legacy data for migration.
  C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.