Salesforce-Contact-Center Exam Questions

Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A. Case Assignment Rules using predefined criteria to direct 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 urgency.

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.

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.

The customer wants to track metrics across different case types and channels. Which reporting element helps with data standardization and analysis?

A. Develop custom reports with unique data models for each case type and channel.

B. Utilize standard case fields and reporting tools to categorize and analyze data across the board.

C. Implement separate dashboards for each channel and case type with customized metrics.

D. Employ third-party analytics tools with independent data structures and visualizations.

(a) Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.

A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.

B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.

C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.

The consultant should set up "Edit the Case page layout to embed the Contact Details component on the Case page." This is the most efficient approach to streamline the agents' workflow and eliminate unnecessary navigation. Ursa Major Solar has a Contact Support form with fields for the Subject and Description on its Experience Cloud site, that its customers can fill out to log a case. However, customers are experiencing long response times, because the case is often transferred to a different department before it can be answered. Which changes to the Contact Support form process should a consultant suggest to improve the response times?

A. A Use Case Assignment rules to check for keywords in the subject or description and assign the case to a specialist queue that is appropriate for each keyword

B. Use a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword.

C. Add the Type field to the assigned Global Action as required, and then use a record biggest for to assign the case to a specialist queue that is appropriate for each

The company wants to track agent performance and identify areas for improvement. Which KPI is most effective?

A. Customer Satisfaction (CSAT) Score

B. Average Contact Handle Time (AHT)

C. Case Resolution Rate

D. Number of Resolved Cases

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.

Your project requires migrating custom objects and their associated data. Which data preparation step helps maintain field-level validation rules and triggers?

A. Exporting custom objects and data along with associated validation rules and trigger definitions for import into the new system.

B. Configuring the new system to automatically recognize and apply existing field-level validation rules and triggers during data migration.

C. Manually reviewing and verifying the accuracy and functionality of imported validation rules and triggers after data migration.

D. All of the above, ensuring comprehensive migration and consistent application of data integrity controls for custom objects.

You‘re deploying a new social media listening tool for proactive customer engagement. Which cut-over requirement helps prevent unnecessary escalation and prioritize genuine concerns?

A. Defining clear criteria for identifying escalable issues and sentiment analysis within social media conversations.

B. Configuring automated notifications and alerts for high-priority mentions and potentially escalating trends.

C. Training agents on using the social media listening tool to effectively engage with customers and address concerns.

D. All of the above, contributing to a proactive and efficient approach to managing customer sentiment on social media.