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

Salesforce SALESFORCE-CONTACT-CENTER Online Questions & Answers

• Question 81:

  The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?

  A. Proceed with the release despite technical issues, as per the planned schedule.
  B. Delay the release to ensure complete resolution of technical issues before deployment.
  C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
  D. Ignore the technical issues and hope they resolve themselves after release.
  C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

• Question 82:

  You need to configure chatbots for different purposes within the Contact Center. Which platform offers the most flexibility?

  A. Einstein Bots with pre-built templates and AI capabilities for various customer service scenarios.
  B. Flow Builder with drag-and-drop interface for designing chatbot conversations and logic flow.
  C. Dialogflow and similar third-party chatbot platforms integrated with Salesforce.
  D. All of the above, providing options for diverse bot functionalities and integration flexibility.
  D. All of the above, providing options for diverse bot functionalities and integration flexibility.

• Question 83:

  Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

  A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
  B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
  C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
  D. All of the above, working together for dynamic case assignment and escalation based on context and priority.
  D. All of the above, working together for dynamic case assignment and escalation based on context and priority.

• Question 84:

  The customer wants to track case resolution times by product category. Which reporting and analytics requirement is most relevant?

  A. Implement custom dashboards with visualizations of overall case volume and agent performance.
  B. Configure reports with filters to break down case resolution times by agent and case priority.
  C. Develop custom fields and reports to categorize cases by product and track resolution times per category.
  D. Utilize Einstein Analytics for advanced machine learning insights into case trends and root causes.
  C. Develop custom fields and reports to categorize cases by product and track resolution times per category.

• Question 85:

  You`re validating performance requirements for the deployed system. Which tool helps assess system responsiveness and handle load testing?

  A. Analyzing system logs and resource utilization data to identify performance bottlenecks and resource constraints.
  B. Utilizing performance testing tools to simulate user activity and analyze response times, throughput, and stability under load.
  C. Monitoring agent feedback and user experience reports for any performance issues or service delays after deployment.
  D. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.
  D. All of the above, providing a holistic view of system performance and adherence to defined responsiveness and load handling requirements.

• Question 86:

  The CEO prioritizes customer satisfaction as a key KPI. How would you measure this metric within the Contact Center program?

  A. Track average call handle time and first-contact resolution rate.
  B. Implement customer satisfaction surveys after interactions and analyze sentiment analysis.
  C. Monitor agent performance against resolution time and escalation benchmarks.
  D. All of the above, combined for a comprehensive view of customer satisfaction.
  D. All of the above, combined for a comprehensive view of customer satisfaction.

• Question 87:

  Ursa Major Solar is enhancing its Messaging for Web implementation on the customer site to pass the Customer ID and visited URL as web content to their service apert wen the conversation starts.

  How should a consultant implement these requirements?

  Create two custom fields then create two custom parameters, clone and the messaging channel. Add the two custom parameters as hidden precatedly Salesforce code embedded on the help site to auto set customer Update Omni-Channel Flow to populate the custom fields.

  Create a contact custom field customer ID and case custom felt viste R. At The custom fields to pre-chat form Modify the Sales contended on the he customer ID and visited URL value Create a contact custom field customer ID and ca custom parameters, Customer_ID and visited URL for the messytee custom parameters as hidden pre-chat belts Mosity the site to auto set customer, ID and visited, URL value to t leveraging extra PrechatFormDetails APL Ursa Major Solar (UMS) provides customer support primarily using the phone channel through Computer Telephony Integration (CTI) in Salesforce. UMS recently stated .. spikes of service calls coming in that often result in customers waiting for hour on the phone.

  Which recommendation should the consultant make to improve this?

  A. Implement an SMS Digital Channel and redirect customers from phone.
  B. Hire more service agents in peak season and meet customer needs on demand
  C. Implement Email-to-Case and redirect customers from phone to email
  B. Hire more service agents in peak season and meet customer needs on demand

• Question 88:

  Your customer expects high call volume during peak hours. Which solution best ensures contact center scalability?

  A. Implement custom Apex code for routing and case management.
  B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.
  C. Utilize a third-party call center solution integrated with Salesforce.
  D. Increase agent resources without considering automation or process optimization.
  B. Configure multiple queues and leverage Omni-Channel Routing for dynamic agent availability.

• Question 89:

  Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?

  A. Einstein Bots with natural language processing and conversational AI capabilities.
  B. Flow Builder with chatbot elements for building conversational interfaces within flows.
  C. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
  D. All of the above, providing various options for building and integrating chatbots into your self-service experience.
  D. All of the above, providing various options for building and integrating chatbots into your self-service experience.

• Question 90:

  Validating case management functionality involves assessing data capture accuracy. Which tool assists with this?

  A. Case History related list displaying all updates and changes made to a specific case record.
  B. Reporting tools showing trends and patterns in case data entry and field values.
  C. Data Quality Rules automatically highlighting inconsistencies and missing information in case fields.
  D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.
  D. All of the above, providing various options for analyzing data capture accuracy and identifying potential issues.