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Salesforce-Contact-Center Practice Questions

Question # 1
The customer needs real-time sentiment analysis during calls. Which third-party integration might be beneficial?
A. Zoom
B. Genesys Cloud CX
C. Google Cloud AI
D. Zendesk


C. Google Cloud AI


Question # 2
You‘re given a list of project requirements including specific agent skill sets for case routing. Which tool helps validate this requirement is met within the deployed system?
A. Manual testing by assigning cases to agents and verifying routing based on pre-defined skill sets.
B. Utilizing Process Builder workflows and Flow triggers to trace case routing logic and confirm alignment with required skill sets.
C. Running Case Assignment Rule reports and analyzing data to ensure cases are routed to agents with matching skills.
D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.


D. All of the above, combined for a comprehensive validation of case routing logic and adherence to defined agent skill sets.

Explanation:

Reference: [Reference: Salesforce Case Assignment and RoutingQUESTION NO: 126, Your deployment involves integrating a new chat platform. Which data migration preparation step ensures seamless continuity for ongoing chat conversations?, A. Importing historical chat transcripts and associating them with corresponding cases or customer profiles., B. Configuring the new platform to automatically migrate open chat sessions in progress during the cut-over period., C. Testing data migration with sample chat sessions and verifying accurate transfer of conversation details and context., D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions., Answer: D, Ensuring seamless continuity for ongoing chat conversations during platform integration involves several critical steps. Importing historical chat transcripts maintains historical context. Configuring the new platform for automatic migration of open sessions prevents disruption during the transition. Testing data migration with sample chats verifies the integrity and accuracy of transferred data. Thus, "D. All of the above, contributing to a smooth transition with minimal disruption to ongoing chat interactions" ensures a thorough and effective migration process for the new chat platform.Reference: Salesforce Chat Integration and Migration, ]

Question # 3
Universal Containers (UC) has been working on a Digital Engagement implementation C requires minimal customization efforts and, therefore, has decided to go with change a deployments. UC's current environments are listed below.

• Production Org

• Test Sandbox

• Developer Sandbox

Which environments should have a two-way deployment connection in this scenario
A. Test Sandbox and Developer Sandbox
B. Developer Sandbox and Production
C. Production Ong and Test Sandbox


C. Production Ong and Test Sandbox

Explanation:

Reference: [Reference: Salesforce Deployment Best Practices, ]

Question # 4
You need to configure self-service knowledge base articles. Which Salesforce feature facilitates this?
A. Salesforce Knowledge articles with categorization and tagging for easy customer search.
B. Web-to-Case forms allowing customers to submit inquiries directly from the knowledge base.
C. Einstein Search for intelligent article recommendations based on customer keywords and context.
D. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.


D. All of the above, promoting a comprehensive and user-friendly self-service knowledge base experience.

Explanation: Configuring a self-service knowledge base effectively involves multiple Salesforce features: A. Salesforce Knowledge provides articles that can be easily categorized and tagged for customer searches. B. Web-to-Case forms allow customers to submit inquiries directly if articles do not resolve their issues. C. Einstein Search enhances the experience by offering intelligent article recommendations based on customer inputs. These features together create a robust, user-friendly self-service knowledge base, promoting efficient customer self-help and satisfaction.

Question # 5
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.


B. Configure field-level security to grant selective access to sensitive data based on user roles and permissions.

Explanation:

Reference: [Reference: Salesforce Documentation on Field-Level Security]

Question # 6
Your legacy system stores customer data in different formats. Which tool helps assess data readiness for migration?
A. Salesforce Data Loader for bulk data imports and mapping.
B. Data Quality Rules within Salesforce highlighting inconsistencies and missing information.
C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.
D. Custom Apex code scripts developed to assess and clean legacy data for migration.


C. Data Migration Assistant (DMA) tool for analyzing data format and compatibility.


Question # 7
I'd recommend a combination of Broadcast Alert and Broadcast Email features in Salesforce Incident Management to fulfill Ursa Major Solar's (UMS) need for efficient communication during widespread outages:
Ursa Major Solar wants to proactively start a conversation with contacted the company before in its contact center by sending the response. Which messaging channel should a consultant recommend to support the
A. Facebook Messenger
B. Messaging for Wed
C. SMS


C. SMS

Explanation: Considering the need for proactive communication with customers who have previously contacted the company, SMS is the most effective messaging channel. SMS allows Ursa Major Solar to reach out directly to customers' mobile phones, ensuring high readability and immediate delivery of important messages. SMS is widely accessible and does not require internet connectivity, making it a reliable channel for mass communication, especially in urgent scenarios.

Question # 8
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.


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

Explanation:

Reference: [Reference: Salesforce Custom Objects and Data Integrity, ]

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