Salesforce-Contact-Center Practice Test Questions

The desired process of reassigning cases to a higher support tier when SLA timelines are breached. Ursa Major Solar needs to protect customers' private information, such as social sty numbers, during phone interactions. Which Service Cloud Voice feature should a consultant recommend to accomplish this?

A. Hierarchical Sharing Settings on Calls

B. Collaboration on Call Recordings

C. Pause/Resume Call Recording

You‘re preparing data migration for knowledge base articles with associated attachments. Which step helps ensure file compatibility and accessibility within the new platform?

A. Converting attachments to formats compatible with the new knowledge base system before the migration process.

B. Configuring the new platform to recognize and handle different file formats associated with migrated knowledge base articles.

C. Testing access and download functionality for attached files within the new platform after the migration is complete.

D. All of the above, contributing to seamless access and usability of knowledge base articles with corresponding attachments in the new system.

Your design includes email auto-replies for initial case acknowledgements. Which tool facilitates automated responses?

A. Workflow Rules with email action steps triggered by case creation events.

B. Process Builder sequences defining auto-reply steps and dynamic content insertion.

C. Entitlement Email Templates configured with automatic responses based on service level agreements.

D. Einstein Bots configured to send auto-replies and collect initial information from customers via email.

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

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.

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.

Your deployment involves introducing a new agent performance dashboard. Which cut-over requirement helps ensure user adoption and understanding?

A. Providing comprehensive training on the dashboard features and metrics for agents.

B. Making the dashboard easily accessible and readily available within the agent interface.

C. Customizing the dashboard layout and visualizations to align with agent preferences and needs.

D. All of the above, contributing to a positive user experience and encouraging agents to leverage the new dashboard.

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.

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.

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.