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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 71:

  Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?

  A. Workflow Rules triggering email notifications and case updates based on specific events or field changes.
  B. Process Builder sequences defining automated actions and data updates based on triggers and conditions.
  C. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
  D. All of the above, depending on the desired complexity and automation level of case updates.
  D. All of the above, depending on the desired complexity and automation level of case updates.

• Question 72:

  The desired process of reassigning cases to a higher support tier when SLA timelines are breached.

  Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions.

  Which Service Cloud Voice feature should a consultant recommend to accomplish this?

  A. Hierarchical Sharing Settings on Calls
  B. Collaboration on Call Recordings
  C. Pause/Resume Call Recording
  C. Pause/Resume Call Recording

• Question 73:

  Your customer focuses on cost efficiency. How can future functionality contribute to cost reduction?

  A. Develop custom dashboards for detailed agent performance analysis and identify areas for improvement.
  B. Implement automated case categorization and routing to optimize agent utilization.
  C. Offer self-service options and chatbots to deflect simple inquiries and reduce call volume.
  D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage.
  D. All of the above, promoting operational efficiency and minimizing unnecessary resource usage.

• Question 74:

  You need to test email responsiveness on different devices. Which platform facilitates multi-device testing?

  A. Salesforce Inbox previewing emails on desktop and mobile versions.
  B. Developer tools in web browsers for inspecting email rendering on various devices.
  C. Sending test emails to personal accounts with different devices and platforms.
  D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.
  D. Utilizing Email Preview tool in Salesforce Marketing Cloud for cross-device rendering checks.

• Question 75:

  The customer wants to prioritize security and compliance. Which Salesforce feature should be emphasized?

  A. Field-Level Security
  B. Omni-Channel Routing
  C. Einstein Analytics
  D. Knowledge Base
  A. Field-Level Security

• Question 76:

  The customer prioritizes routing cases to agents based on language skills and technical expertise. Which routing logic requirement should be emphasized?

  A. Implement round-robin routing to distribute cases evenly among agents.
  B. Configure skill-based routing with agent profiles mapped to specific languages and specialties.
  C. Utilize presence-based routing to connect available agents regardless of expertise.
  D. Emphasize case escalation based on SLA breaches and time to resolution.
  B. Configure skill-based routing with agent profiles mapped to specific languages and specialties.

• Question 77:

  You need to share Contact Center metrics with external stakeholders. Which feature facilitates secure and controlled data sharing?

  A. Exporting reports and dashboards for external access via email or file sharing platforms.
  B. Salesforce Sharing Settings granting specific access levels to external users for relevant dashboards and reports.
  C. Custom Apex development for building secure data sharing portals with granular access controls.
  D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.
  D. All of the above, depending on the security requirements, desired level of control, and complexity of data access needs.

• Question 78:

  Based on Ursa Major Solar's goals of strengthening loyalty, increasing case deflection, and improving customer retention, the most suitable Experience Cloud template is the Customer Service template. Here's why:

  During a workshop with a client, a consultant is made aware that the client wants to content social media strategy for their Contact Center. They want to allow their customers to message them through Facebook and also require the possibility

  for the customer to make posts on the company Facebook page.

  They do not want to create a case for every comment on their Facebook page, as some of the posts do not need a response.

  Which set of solutions should the consultant recommend for all the criteria to met?

  A. Social Customer Service and ISV partner solution
  B. Digital Engagement and Social Studio
  C. Digital Engagement and ISV partner solution
  B. Digital Engagement and Social Studio

• Question 79:

  The release management plan needs to be adaptable to unforeseen changes or challenges. Which element facilitates flexibility and responsiveness?

  A. Detailed and rigid schedule with no room for modifications or adjustments.
  B. Clearly defined communication channels and escalation procedures for unforeseen issues.
  C. Regular risk assessments and contingency plans for potential challenges and roadblocks.
  D. A collaborative work environment and open communication among stakeholders.
  D. A collaborative work environment and open communication among stakeholders.

• Question 80:

  The scope includes integration with legacy systems. Which factor should be carefully considered in the release plan?

  A. Development of custom Apex code for data exchange with legacy systems.
  B. Potential data migration challenges and ensuring data integrity during integration.
  C. The availability and responsiveness of IT teams responsible for legacy systems.
  D. All of the above, requiring careful planning and consideration for potential complexities.
  D. All of the above, requiring careful planning and consideration for potential complexities.