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Salesforce-Contact-Center Practice Questions

Question # 1
While the stakeholders might not be familiar with the term "Continuous Integration," outlining its benefits in terms of improved quality, efficiency, and reduced risk can easily convince them of its value for the Contact Center project. Here are some specific points to highlight Ursa Major Solar wants a consultant to design a solution that will blow its customers take detailed questions about a product's functionality. The customer should be able subject-matter experts and interact with IT support through available channels in real time. Which feature should the consultant use to accomplish this?
A. Mass Email
B. Experience Site
C. Public Groups


B. Experience Site

Explanation:

Reference: [Reference: https://help.salesforce.com/s/articleView?id=sf.networks_overview.htm, ]

Question # 2
The customer expects high data volumes and complex reporting needs. Which solution supports scalability and advanced analysis?
A. Utilize standard Salesforce Reports and Dashboards for basic data visualization.
B. Implement Einstein Analytics for AI-powered insights and predictive analysis.
C. Leverage external data warehouse solutions for data storage and complex queries.
D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.


D. Both (b) and (c) combined for data storage, advanced analysis, and visual data exploration.

Explanation:

Reference: [Reference: Salesforce Documentation on Einstein Analytics, , ]

Question # 3
Validating business processes involves testing workflows and flow logic. Which tool helps with this?
A. Monitoring case history and chat transcripts within Salesforce to review process actions and outcomes.
B. Utilizing Flow Debugger tool to visualize execution steps, identify errors, and optimize flow processes.
C. Conducting user testing sessions with agents to gather feedback on the process experience and effectiveness.
D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.


D. All of the above, offering complementary perspectives for analyzing and refining business process functionality.

Explanation:

Reference: [Reference: Salesforce Flow Debugger, ]

Question # 4
The customer wants to capture customer feedback through post-interaction surveys. Which feedback mechanism would be most beneficial?
A. Integrate with a third-party survey platform for customization and detailed analysis.
B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.
C. Implement chatbots with in-conversation surveys to gather immediate feedback during interactions.
D. Develop custom case fields and workflows to capture and track customer feedback internally.


B. Utilize Salesforce Surveys with pre-built templates for collecting feedback after case closure.

Explanation:

Reference: [Reference: Salesforce Surveys, ]

Question # 5
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
A. Develop custom formulas to calculate customer loyalty and contract value score.
B. Configure case fields to capture customer tier and contract details for manual prioritization.
C. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.
D. Utilize Entitlements to define service level agreements (SLAs) and prioritize cases based on entitlement levels.


C. Implement automated case escalation rules based on pre-defined loyalty and contract value thresholds.

Explanation:

Reference: [Reference: Salesforce Automation for Case Escalation]

Question # 6
You need to validate automated case escalation. Which tool helps monitor and assess this process?
A. Monitoring Escalation History related list within case records to track escalation triggers and actions taken.
B. Utilizing reporting tools to analyze trends and patterns in case escalation frequency and reasons.
C. Supervisor Console providing insights into case status, queue information, and escalation triggers.
D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.


D. All of the above, offering complementary perspectives on automated case escalation effectiveness and potential adjustments.

Explanation:

Monitoring and validating automated case escalation effectively involves using multiple tools that offer various insights into the process:A. Monitoring Escalation History related list within case records helps track escalation triggers and actions, providing a direct audit trail for each case.B. Utilizing reporting tools to analyze trends in case escalation provides insights into frequency, reasons, and potential areas for process improvement.C. Supervisor Console offers real-time insights into case statuses, including escalations, enabling supervisors to oversee and adjust processes as needed.Combining these tools provides a holistic view of case escalation effectiveness and helps in identifying and implementing necessary adjustments.

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

Question # 7
You‘re deploying a new web chat widget with proactive engagement triggers. Which cut-over requirement helps optimize customer experience and minimize intrusion?
A. Defining precise triggers for proactive chat engagement based on website visitor behavior and context.
B. Configuring clear opt-out options for customers within the chat window and on website landing pages.
C. Providing agents with readily available customer context and browsing history within the chat interface.
D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.


D. All of the above, contributing to a personalized and helpful proactive chat experience for website visitors.

Explanation:

Optimizing customer experience with a new web chat widget involves several strategic actions:A. Defining precise triggers based on visitor behavior ensures proactive engagements are timely and relevant.B. Configuring clear opt-out options respects customer preferences and minimizes intrusion.C. Providing agents with customer context and browsing history enhances the ability to offer personalized assistance.Implementing these requirements collectively ensures a positive and non-intrusive chat experience, fostering customer satisfaction and engagement.

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

Question # 8
The customer wants to automate sending invoices and case history updates via email. Which business process requirement should be considered?
A. Develop custom Apex code for automated email triggers and attachments.
B. Utilize Process Builder with predefined rules for email notifications based on case updates.
C. Configure outbound email integrations with pre-built templates for invoices and case summaries.
D. Implement Einstein Bots to handle email communication and automate basic customer interactions.


B. Utilize Process Builder with predefined rules for email notifications based on case updates.

Explanation:

Process Builder in Salesforce allows for the automation of tasks such as sending invoices and case history updates via email following specific triggers or updates to a case. By using predefined rules and conditions within Process Builder, organizations can automate email notifications, ensuring that communications are timely and relevant to the case status. This tool simplifies workflow automation, making it easier to maintain consistent communication with customers without manual intervention.

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

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