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Salesforce-Contact-Center Practice Questions

Question # 1
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 # 2
The company aims to reduce operational costs. Which KPI is most relevant to track their progress?
A. Customer Acquisition Cost (CAC)
B. Agent Resolution Rate
C. Average Cost per Case (CPAC)
D. Employee Turnover Rate


C. Average Cost per Case (CPAC)

Explanation: The Average Cost per Case (CPAC) is the most relevant KPI for tracking progress in reducing operational costs within a contact center. This metric provides a clear measurement of the cost associated with resolving each customer case, taking into account all resources utilized in the process. Monitoring and optimizing CPAC can help a company identify areas where efficiencies can be improved, thus directly contributing to the reduction of operational costs.

Question # 3
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


C. The consultant should propose creating an Escalation Rule Entry to set up

Explanation:

Reference: [Reference: Salesforce Escalation Rules, ]

Question # 4
The consultant should suggest using a record-triggered flow to detect keywords and assign the case to a specialist queue that matches the keyword. This is the most effective approach to address the issue of long response times due to frequent case transfers.
A client wants to use structured content to provide a rich end user experience will consistency and faster service in their messaging channels.
The centipen Messaging for Web, Messaging for In-App, and Enhanced Facebook messaging Which capability should a consultant recommend?
A. The Messaging for Agents guided flow in the Service Console
B. Quick Texts for Messaging in the Service Console
C. Interactive Messaging Components in the Service Connect


C. Interactive Messaging Components in the Service Connect


Question # 5
The customer needs advanced customization for specific workflows. Which option provides flexibility?
A. Out-of-the-box configuration
B. Salesforce Flow
C. Third-party development
D. Custom Apex coding


B. Salesforce Flow

Explanation: Salesforce Flow provides the flexibility needed for advanced customization of specific workflows within the Salesforce environment. It allows admins and developers to automate complex business processes and create rich, guided user experiences. The tool offers a drag-and-drop interface to design customized workflows, which can handle various actions like data collection, records updates, and complex logic without the need for custom code.

Question # 6
Your scenario includes deploying a new knowledge base for self-service customer support. Which channel-specific cut-over requirement promotes awareness and utilization?
A. Integrating knowledge base articles within relevant chat conversations and case workflows.
B. Providing prominent access points to the new knowledge base across various customer-facing channels.
C. Conducting user training and awareness campaigns highlighting the new knowledge base and its benefits.
D. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.


D. All of the above, creating a multi-pronged approach to encourage self-service adoption through the new knowledge base.

Explanation:

encourage self-service adoption through the new knowledge baseComprehensive Detailed Explanation with References:Promoting awareness and utilization of a new knowledge base for self-service customer support involves several strategies: A. Integrating knowledge base articles within chat conversations and case workflows enhances relevance and timely assistance. B. Providing prominent access points across customer-facing channels ensures that customers can easily find and use the knowledge base. C. Conducting user training and awareness campaigns increases familiarity with the knowledge base's features and benefits. Implementing all these approaches simultaneously offers a comprehensive strategy to maximize adoption and effectiveness of the new resource.

References: https://help.salesforce.com/articleView?id=sf.knowledge_create_articles.htm

Question # 7
The customer wants to minimize disruption during rollout. Which release management technique is most suitable?
A. Full system outage for complete implementation and configuration.
B. Rolling updates with gradual user onboarding to the new system.
C. Weekend or after-hours deployment to minimize impact on regular operations.
D. A combination of rolling updates and minimal downtime deployment techniques.


D. A combination of rolling updates and minimal downtime deployment techniques.


Question # 8
You need to configure automated alerts for exceeding predefined KPI thresholds. Which tool facilitates this?
A. Omni-Channel alerts notifying supervisors of queue wait times exceeding set limits.
B. Process Builder sequences triggering notifications and escalating cases based on KPI deviations from target values.
C. Flow Builder with visual interface for designing notification workflows and conditional logic based on metric data.
D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.


D. All of the above, depending on the desired trigger point, notification action, and complexity of the alert workflow.


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