The customer requires secure access control for sensitive customer data. Which data model element contributes to data security?
A. Utilize custom fields to capture all types of customer information without access restrictions.
B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.
C. Implement third-party data encryption solutions for additional security layers.
D. Store all customer data in one field without any segregation or access control mechanisms.
Explanation:
Reference: [Reference: Salesforce Documentation on Field-Level Security]
The customer requests ongoing support and maintenance after the rollout. Which element should be included in the plan?
A. Establishing a support channel for reporting issues and troubleshooting technical problems.
B. Providing regular system updates and patches to address bugs and improve performance.
C. Conducting periodic user training sessions to familiarize users with new features and updates.
Explanation:
To ensure effective ongoing support and maintenance after the rollout of a Salesforce project, all the elements listed are essential: A. Establishing a support channel is crucial for a responsive troubleshooting and issue-reporting mechanism. B. Regular system updates and patches are necessary to maintain system health and performance, ensuring that bugs are fixed and improvements are implemented regularly. C. Periodic user training sessions help users stay up-to-date with new features and updates, which is essential for maximizing the adoption and utility of the system.
Collectively, these elements create a robust support structure that facilitates continuous improvement and user engagement. Salesforce offers guidance on establishing these elements in their best practices for system maintenance and user training.
More about ongoing support and maintenance best practices can be found here:https://admin.salesforce.com/
Your migration plan includes transferring agent performance data. Which Salesforce object best accommodates this data?
A. Account records representing your customer organizations.
B. Contact records for individual customer contacts.
C. User records for your contact center agents.
D. Custom objects specifically designed for tracking agent performance metrics.
Explanation:
To accommodate agent performance data within Salesforce, creating custom objects specifically designed to track such metrics is the most suitable approach. Custom objects allow for the flexible design of data structures that can specifically cater to the unique requirements of tracking agent performance, such as productivity, customer feedback scores, and other relevant KPIs. This flexibility ensures that all pertinent data can be captured and analyzed effectively within Salesforce.
References: https://help.salesforce.com/articleView?id=sf.customobjects_overview.htm
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
Explanation:
Reference: [Reference: Salesforce Deployment Considerations, ]
The reason why the work that was already in the queue is not being pushed to agents is: The "Apply to existing records in queue" option was not selected. At Ursa Major Solar, customer service agents follow a case close process to ensure a summary is provided of the customer's question and the provided answer What should a consultant propose to improve this process so that these summaries make solving future customer cases more efficient?
A. Use Salesforce Knowledge to store questions and answers so agents can easily reproduce the same answer for similar questions
B. A Use Slack to allow agents to share best practices in responding to customer questions
C. Use Quick Text to allow agents to create personal Quick Texts for answers they alternate
Explanation:
To improve the case close process at Ursa Major Solar and make solving future customer cases more efficient, a consultant should propose using Salesforce Knowledge. By storing summarized questions and answers in Salesforce Knowledge, agents can quickly access and reuse this information for similar future inquiries. This approach not only saves time but also promotes consistency in customer responses and enhances the overall quality of support.
References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm
You‘re validating data cleansing requirements for case migration. Which step helps identify and handle duplicate entries?
A. Matching and merging customer records based on email addresses or phone numbers to eliminate duplicates.
B. Utilizing data quality rules and duplicate detection tools to flag potential duplicate case records for review and correction.
C. Manually comparing case details and identifying duplicates for removal or merging before data migration.
D. All of the above, depending on the complexity and desired level of automation for duplicate case handling.
Explanation:
Reference: [Reference: Salesforce Data Management, ]
Your self-service goals include improving user adoption and engagement. Which metric best reflects this objective?
A. Number of self-service articles viewed or downloaded by customers.
B. Percentage of cases deflected through self-service channels and resolved without agent intervention.
C. Customer satisfaction ratings and feedback on the self-service experience.
D. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.
Explanation:
Reference: [Reference: Salesforce Service Cloud Metrics, ]
The consultant should recommend the company utilize Flow Settings in Email-to-Case to meet their requirements. A customer service manager wants to implement a process where a case gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline. Which solution should a consultant propose to set this process up?
A. Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B. Create a Quick Action for escalating a case and set up Conditional Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
C. The consultant should propose creating an Escalation Rule Entry to set up
Explanation:
Reference: [Reference: Salesforce Escalation Rules, ]
The legal team emphasizes data security and compliance. How can future functionality address this?
A. Implement field-level security to restrict access to sensitive data based on user roles and permissions.
B. Encrypt customer data at rest and in transit to protect against unauthorized access.
C. Conduct regular security audits and vulnerability assessments to identify potential risks.
D. All of the above, combined for a comprehensive approach to data security and compliance.
Explanation:
Implementing a combination of field-level security, encryption, and regular security audits addresses the concerns of data security and compliance comprehensively. Field-level security ensures that sensitive data is accessible only to authorized users based on their roles. Encryption of data at rest and in transit protects it from unauthorized access or breaches. Regular security audits and vulnerability assessments help in identifying and mitigating potential risks, ensuring that the system remains secure and compliant with legal requirements.
References: https://help.salesforce.com/articleView?id=data_security.htm
While the listed features each serve a purpose, the most suitable choice for Ursa Major Solar's goal of connecting customers with subject-matter experts (SMEs) for real-time, detailed discussions is Experience Site with integrated Live Agent Chat or Messaging for Web. A consultant is preparing post-implementation training material for the agents and supervisors in an environment that uses Service Cloud Voice with Amazon Connect. Supervisors need to track key performance indicators (KPIs), such as calls answered. average handle time, and average speed to answer. Where should the consultant point supervisors to track these KPIs?
A. Omni Supervisor Console and Amazon Supervisor Dashboard
B. Service Cloud Voice Analytics App and Omni Supervisor Console
C. Service Cloud Voice Analytics App and Amazon Supervisor Dashboard
Explanation:
For supervisors needing to track key performance indicators (KPIs) such as calls answered, average handle time, and average speed to answer in an environment using Service Cloud Voice with Amazon Connect, the optimal tools are the Service Cloud Voice Analytics App and the Omni Supervisor Console. The Service Cloud Voice Analytics App provides detailed analytics and visualizations specific to voice interactions, offering insights into call volumes, handle times, and service levels. The Omni Supervisor Console complements this by offering real-time monitoring of agent activity and queue statistics, enabling supervisors to manage and optimize agent productivity and response times effectively.
Reference: [Reference: Service Cloud Voice Analytics, , ]
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