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Salesforce-Contact-Center Practice Questions

Question # 1
The project encounters unforeseen technical issues during release. Which response is most appropriate within the release management plan?
A. Proceed with the release despite technical issues, as per the planned schedule.
B. Delay the release to ensure complete resolution of technical issues before deployment.
C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.
D. Ignore the technical issues and hope they resolve themselves after release.


C. Communicate the issues transparently to stakeholders and implement a rollback plan if necessary.

Explanation: In the event of unforeseen technical issues during a release, the most appropriate response is to communicate transparently with stakeholders about the issues and to have a rollback plan ready if necessary. This approach ensures that all parties are informed and prepared to revert to the previous stable version if the new release proves to be unstable or problematic, maintaining trust and system reliability. References: https://help.salesforce.com/articleView?id=sf.release_manage_best_practices.htm

Question # 2
Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?
A. Case Assignment Rules defining criteria for routing cases to specific queues or agents.
B. Process Builder sequences triggering automated case creation and assignment based on data triggers.
C. Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D. All of the above, working together for dynamic case assignment and escalation based on context and priority.


D. All of the above, working together for dynamic case assignment and escalation based on context and priority.


Question # 3
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.


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

Question # 4
The best set of functionalities for the client's needs is a combination of Messaging for Web and Embedded Service, with possible consideration of Einstein Bots depending on specific requirements.
What is one of the agile principles?
A. As part of the project governance, Ursa Major Solar has decided to use Agle Development Principles. One of the project stakeholders has come to a consultant to explain to them a more detail the 12 agile principles.
B. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools
C. All three options you listed are actually Agile principles! Agile Development emphasizes a set of 12 guiding principles that promote flexibility, collaboration, and iterative development. Here's a breakdown of each option:
D. A consultant is preparing post-implementation training material for the agents and supervisors. Agents will need to use the cell transcript configured in Amazon Connect a part of the implementation


B. Customer Collaboration over Processes and Tools Working Software over Comprehensive Documentation Responding to Change over Processes and Tools


Question # 5
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 # 6
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.


D. All of the above, providing a holistic view of self-service adoption, effectiveness, and user satisfaction.

Explanation:

Reference: [Reference: Salesforce Service Cloud Metrics, ]

Question # 7
Executing test reports and verifying that they generate as expected with accurate data and relevant visualizations.
A. Reviewing report builder configurations and data source connections to ensure alignment with defined reporting requirements.
B. Analyzing system logs and report execution history to identify any errors or missing data within generated reports.
C. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.
D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.


D. All of the above, combined for a comprehensive assessment of report availability, accuracy, and functionality within the new system.


Question # 8
The customer wants to seamlessly integrate their existing CRM system. Which Salesforce feature facilitates this?
A. Data Import Wizard
B. Process Builder
C. Apex Code
D. Partner Integrations


D. Partner Integrations


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