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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 141:

  Validating messaging channel functionality involves testing message delivery and content accuracy. Which tool helps with this?

  A. Monitoring chat logs and transcripts within Salesforce to review message content and delivery status.
  B. Utilizing third-party testing tools like Twilio Sandbox or MessageBird to send test messages and verify delivery.
  C. Conducting user testing sessions with real customers to gather feedback on the messaging experience and content clarity.
  D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.
  D. All of the above, offering a comprehensive approach to validate message delivery, content accuracy, and user experience.

• Question 142:

  Your deployment involves migrating to a new cloud-based Contact Center platform. Which cut-over requirement helps maintain data security and access control?

  A. Configuring data encryption for transferred information and user access with multi-factor authentication.
  B. Conducting pre-migration security audits and vulnerability assessments of both platforms.
  C. Establishing clear data ownership and access rights for users across the old and new platforms.
  D. All of the above, contributing to a secure and controlled migration process with robust data protection.
  D. All of the above, contributing to a secure and controlled migration process with robust data protection.

• Question 143:

  The company desires to monitor its adherence to service level agreements (SLAs). Which KPI is crucial for this purpose?

  A. Case Backlog Volume
  B. Average Time to Answer (ATA)
  C. SLA Adherence Rate
  D. Number of Overdue Cases
  C. SLA Adherence Rate

• Question 144:

  Your requirements include call deflection through IVR (Interactive Voice Response). Which tool is best suited for this?

  A. Process Builder sequences defining IVR menus and routing options based on caller selections.
  B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.
  C. Einstein Bots programmed to understand spoken language and handle inquiries without agent intervention.
  D. All of the above, depending on the complexity of the desired IVR functionalities.
  B. Flow Builder with visual drag-and-drop interface for designing and configuring IVR menus.

• Question 145:

  Ursa Major Solar decided to roll out Einstein Bots in all of the enhanced digital channels for its retail customers, including Facebook Messenger, WhatsApp, and Message for In-App and Web.

  The Salesforce administrators are not sure how many bots they should set up and why.

  Which recommendation should a consultant make to Salesforce?

  A. One bot. The same Einstein Bot can be deployed to all Enhanced Digital Channels that support it.
  B. Three bots. One bot per channel will provide a channel-specific customer experience.
  C. Two bots. Fewer bots mean less maintenance, and the same bot can be used in Web and Facebook Messenger.
  A. One bot. The same Einstein Bot can be deployed to all Enhanced Digital Channels that support it.

• Question 146:

  Your scenario involves assigning chats and emails to available agents based on skill sets. Which feature facilitates this?

  A. Presence-based routing automatically assigning tasks based on agent availability.
  B. Omni-Channel Presence States indicating online and offline agent status for different channels.
  C. Skill-based routing leveraging agent skill profiles to match tasks with qualified individuals.
  D. All of the above, working together for optimal multi-channel task assignment and routing.
  D. All of the above, working together for optimal multi-channel task assignment and routing.

• Question 147:

  The required configurations for the client's requirements are:

  Business Hours active, Omni-Channel Queue or Flow, Estimated Wait Time active, and Business Hours added to the Embedded Deployment.

  A consultant learns that their client receives thousands of emails a week to the contact center, which contain many PDF files, In general, the email communication back and forth with the customer is high. They do not want to duplicate the

  PDFs every time a new email's received in the same email thread.

  When designing the solution, the consultant considers the Eliminate duplicate email attachments setting in Email-to-Case to meet the requirement.

  How should the PDFs be processed by Salesforce to comply with the Eliminate duplicate email attachments setting?

  A. Attachments
  B. Salesforce Files
  C. Custom file storage solution
  B. Salesforce Files

• Question 148:

  You`re preparing historical call recordings for migration. Which step helps improve audio quality and accessibility for playback within the new system?

  A. Converting call recordings to a supported audio format compatible with the new Contact Center platform.
  B. Implementing speech-to-text conversion for call recordings and making transcripts available alongside audio files.
  C. Optimizing audio file size while maintaining optimal sound quality for clear playback and analysis.
  D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.
  D. All of the above, contributing to improved accessibility and analysis capabilities for historical call recordings.

• Question 149:

  Your customer wants to improve agent productivity. Which future functionality could be most impactful?

  A. Implement knowledge base suggestions and AI-powered case deflection tools.
  B. Develop automated workflows for repetitive tasks and case escalations.
  C. Integrate self-service options and chatbots for simple customer inquiries.
  D. All of the above, empowering agents with streamlined tools and automated processes.
  D. All of the above, empowering agents with streamlined tools and automated processes.

• Question 150:

  Your case management design includes knowledge base article recommendations within cases. Which Salesforce feature facilitates this?

  A. Web-to-Case forms embedded within Knowledge Base articles for easy case creation if the article doesn`t resolve the issue.
  B. Case Escalation Rules automatically triggering article recommendations when specific criteria are met within a case.
  C. All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.
  C. All of the above, offering options for integrating knowledge base recommendations and enhancing self-service within case management.