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Salesforce-Contact-Center Practice Questions

Question # 1
Your scenario requires generating automated case updates based on customer interactions. Which Salesforce feature offers this capability?
A. Workflow Rules triggering email notifications and case updates based on specific events or field changes.
B. Process Builder sequences defining automated actions and data updates based on triggers and conditions.
C. Flow Builder with visual interface for designing automated processes and case updates triggered by interactions.
D. All of the above, depending on the desired complexity and automation level of case updates.


D. All of the above, depending on the desired complexity and automation level of case updates.


Question # 2
The customer aims to automate repetitive tasks like case escalation. Which functionality can streamline this?
A. Workflow Rules
B. Case Escalation Matrix
C. Entitlement Management
D. Omni-Channel Routing


A. Workflow Rules

Explanation:

Workflow Rules in Salesforce Contact Center are designed to automate actions based on specific criteria, such as automatically escalating cases when certain conditions are met. These rules can be set to trigger alerts, field updates, or other actions like sending emails, thereby streamlining the process of case management without manual intervention.

Workflow Rules automate tasks based on set criteria, ideal for repetitive tasks like case escalation.

Case Escalation Matrix and Entitlement Management can also be part of the escalation process but are more about defining the parameters and rights of escalation rather than automating them. Omni-Channel Routing is used more for routing tasks to the right agent rather than automating task execution.

For more about setting up and managing Workflow Rules for case escalation, you can visit Salesforce Workflow Management.


Question # 3
The customer wants to automatically route cases based on language skills and expertise. Which feature facilitates this?
A. Routing Rules
B. Skill-Based Routing
C. Entitlements
D. Omni-Channel Presence


B. Skill-Based Routing

Explanation:

Skill-Based Routing is the feature that best facilitates the automatic routing of cases based on language skills and expertise. This feature allows the contact center system to match incoming cases with agents who have the specific skills and expertise needed to handle those cases effectively. By ensuring that cases are directed to the most appropriately skilled agents, skill-based routing enhances efficiency, improves resolution times, and increases customer satisfaction.

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


Question # 4
The release plan includes automated regression testing. What is the primary benefit of this approach?
A. Identifying new functionalities and features introduced during development.
B. Ensuring existing functionalities and integrations continue to function properly after updates.
C. Reducing manual testing efforts and streamlining the release process.
D. All of the above, offering comprehensive validation and optimizing release efficiency.


D. All of the above, offering comprehensive validation and optimizing release efficiency.


Question # 5
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 # 6
Your scenario involves migrating to a new chat platform integrated with Salesforce. Which deployment process best facilitates transition with minimal downtime?
A. Phased deployment migrating agents and customer access in groups to minimize service interruption.
B. Parallel deployment running both platforms simultaneously until full migration to the new system.
C. Cutover deployment with a temporary system switch during scheduled maintenance time for minimal disruption.
D. All of the above, depending on the platform integration complexity and desired downtime window.


D. All of the above, depending on the platform integration complexity and desired downtime window.

Explanation:

Transitioning to a new chat platform integrated with Salesforce can be effectively managed through various deployment strategies, each suitable based on the specific scenario: A. Phased deployment gradually transitions agents and customers, minimizing disruption. B. Parallel deployment allows running both the old and new platforms simultaneously to ensure continuous service. C. Cutover deployment switches systems during a planned downtime, which is typically scheduled for low-usage times. Selecting the appropriate method depends on factors like the complexity of integration and the organization's tolerance for downtime. References: https://help.salesforce.com/articleView?id=sf.deployment_best_practices.htm

Question # 7
Your requirements include chatbot integration for self-service support. Which Salesforce platform facilitates this?
A. Einstein Bots with natural language processing and conversational AI capabilities.
B. Flow Builder with chatbot elements for building conversational interfaces within flows.
C. Lightning Web Components for developing custom chatbot interfaces integrated with Salesforce.
D. All of the above, providing various options for building and integrating chatbots into your self-service experience.


D. All of the above, providing various options for building and integrating chatbots into your self-service experience.

Explanation:

Reference: [Reference: Salesforce Einstein Bots, ]

Question # 8
Ursa Major Solar will use Data Loader for data migration of closed cases because of large amount of data
What does a consultant need to keep in mind while using data loader?
A. Automated processes are executed by default
B. Automated processes are not executed
C. Only Apex triggers are executed


B. Automated processes are not executed


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